Desktop Support Technician - Full time

Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions, including technical contact Centre services at Tiers I, II and III to demanding corporate, government and non-profit clients in Canada and the United States. We commenced operations in 1995 and have grown, over the past 30 years, from being one of Canada’s pioneering ISPs to a provider of end-to-end corporate IT solutions including inbound technical support, infrastructure management, cybersecurity and application development and maintenance. These include, amongst others, SOC, ISO 27000, PCI DSS and Uptime Institute Tier III Certifications for our data center. Visit us on the website
Job Title: Onsite Desktop Support Technician
Job Type: Full-Time
The Onsite Desktop Support Technician provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.
Technical Support:
Respond to and resolve technical issues reported by users via phone, email, or in-person.
Diagnose and troubleshoot hardware, software, and network-related issues.
Provide technical support for desktop, laptop, printers, and mobile devices.
Assist with software installations, updates, and configurations.
Log, track, and close tickets in the service desk system, ensuring all details are accurately documented.
Escalate unresolved issues to the appropriate teams as per service-level agreements (SLAs).
On-Site Support:
Provide hands-on support for technical problems that cannot be resolved remotely for issues relating to system (Windows-based and Mac) and related applications.
Set up and configure hardware and software for new employees.
Maintain and troubleshoot AV (Audio -visual) systems for meetings and conferences.
User Training and Documentation:
Educate end-users on best practices, system functionality, and self-help tools.
Troubleshooting issues relating to the system (Windows-based and Mac) and related applications.
Diploma or degree in Computer Science, Information Technology, or related field.

• 2-4 years of experience in technical support or IT service desk roles.
• Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.

Technical Skills:
Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
Use of ITSMs (ticketing systems like ServiceNow or Remedy)
Full-time on-site role with occasional extended hours during critical incidents.
Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.
Key Performance Indicators (KPIs)
Customer Satisfaction Scores (CSAT).
Please send us your resume with subject: “Onsite Desktop Support Technician", including details of qualifications and training, work experience, expected minimum hourly compensation and why you feel this would be suitable position for you. You can apply through the link posted or send us your updated resume at View email address on pathwaycommunications.applytojob.com Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.