Helpdesk Technician

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Job Title: Helpdesk Technician
Location: [United state Only]
Department: IT Support
Reports To: IT Manager / Technical Support Lead

Job Brief

eGate Technology is looking for a skilled and customer-focused Helpdesk Technician to join our IT support team. In this role, you will serve as the first point of contact for internal users experiencing technical issues. You will be responsible for troubleshooting hardware and software problems, resolving user requests, and ensuring efficient day-to-day IT support to keep operations running smoothly.

The ideal candidate is proactive, has excellent communication skills, and thrives in a fast-paced technology environment.

Key Responsibilities

  • Provide first-level technical support via phone, email, or in person to end-users.

  • Diagnose and resolve hardware, software, and networking issues on desktops, laptops, printers, and mobile devices.

  • Install, configure, and update operating systems, applications, and security patches.

  • Log all support requests in the helpdesk ticketing system and ensure timely follow-up and resolution.

  • Escalate complex issues to higher-level support or relevant departments as needed.

  • Assist in managing user accounts, permissions, and access in Active Directory and other systems.

  • Support onboarding and offboarding processes by setting up and decommissioning IT equipment.

  • Document procedures, fixes, and FAQs to contribute to the internal knowledge base.

  • Maintain inventory of IT equipment and ensure compliance with company IT policies.

Qualifications

  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.

  • 1–3 years of experience in a helpdesk or technical support role.

  • Strong knowledge of Windows and/or macOS environments, Microsoft 365, and basic networking.

  • Experience with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.

  • Excellent problem-solving, communication, and customer service skills.

  • Ability to manage multiple tasks and prioritize effectively.

  • CompTIA A+, Microsoft Certified, or similar certifications are a plus.

About eGate Technology

At eGate Technology, we deliver smart, secure, and scalable technology solutions to businesses and institutions. We value innovation, agility, and a people-first approach. As a Helpdesk Technician, you’ll play a vital role in supporting our team’s productivity and ensuring seamless IT experiences across the company.

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