Position Summary
The Help Desk Support Technician is the first point of contact for all IT-related requests across Gateway Supply. This role is responsible for delivering timely, professional, and effective technical support for hardware, software, and network issues, while ensuring requests are properly documented, tracked, and resolved or escalated through the Ninja ticketing platform.
Key Responsibilities
End-User Support
- Provide first-line support via phone, email, in person and with remote tools
- Troubleshoot issues related to:
- Windows desktops and laptops
- Microsoft 365 (Outlook, Teams, OneDrive, etc.)
- Printers, scanners, and peripherals
- Mobile devices (iOS smartphones, tablets, Motorola M9090 scanners)
- Resolve common issues including:
- Password resets and account lockouts
- Application errors
- Connectivity and device performance issues
Ticket Management & Documentation
- Create, update, and manage incidents and service requests in the Ninja platform
- Accurate documentation:
- User-reported issues
- Troubleshooting steps taken
- Final resolution and outcomes
- Prioritize requests based on urgency and business impact
- Maintain consistent communication with users throughout the support process
Issue Resolution & Escalation
- Diagnose and resolve technical issues at first contact whenever possible
- Escalate complex or unresolved issues to appropriate IT team members
- Work with network, systems, and application teams to ensure resolution
- Coordinate with external vendors when necessary
Equipment & User Support
- Assist with:
- New hire setup and onboarding
- User account provisioning and access changes
- Device configuration, deployment, and replacement
- Support office and branch users with hardware and software needs
- Assist with moves, adds, and changes across locations
- Perform periodic device inventory
Operational Support
- Follow Gateway Supply IT policies and procedures for help desk operations
- Ensure critical issues are identified and escalated quickly
- Follow and contribute to internal documentation and knowledge base resources
- Identify recurring issues and recommend process or system improvements
Requirements:
Preferred Qualifications
- 1–3 years of experience in a help desk or IT support role
- Strong troubleshooting and analytical skills
- Working knowledge of:
- Windows operating systems
- Microsoft 365 platform
- Active Directory / user account management
- Experience with an IT ticketing system (Ninja or similar)
- Strong communication and customer service skills
- Experience supporting multiple locations or branch environments
- Basic networking knowledge (Wi-Fi, VPN, IP connectivity)
- Experience in distribution, warehouse, or supply chain environments
Key Competencies
- Customer-focused mindset with strong responsiveness
- Ability to manage multiple priorities effectively
- Strong attention to detail and documentation quality
- Team-oriented with good escalation judgment
Work Environment
- Office-based with occasional travel to branch locations
- Standard business hours with periodic after-hours support for critical issues
Success Metrics
- Ticket resolution time and SLA performance
- First-contact resolution rate
- User satisfaction and feedback
- Quality and completeness of ticket documentation
