About the role

Role Overview

Pathway Communications is seeking an Onsite Desktop Support Technician for its Toronto Downtown office. The role focuses on delivering customer-first IT support by resolving desktop and related issues remotely and on-site, maintaining accurate service desk workflows, and supporting end-user training and documentation.

Responsibilities

Technical Support

Respond to and resolve user-reported technical issues via phone, email, or in-person.
Diagnose and troubleshoot hardware, software, and network issues.
Support desktop, laptop, printers, and mobile devices.
Assist with software installations, updates, and configurations.

Incident Management

Log, track, and close tickets in the service desk system with accurate documentation.
Escalate unresolved issues according to SLAs.
Follow up with users to ensure issues are resolved to their satisfaction.

On-Site Support

Provide hands-on support for problems that cannot be resolved remotely, including Windows-based and Mac systems and related applications.
Set up and configure hardware/software for new employees.
Maintain and troubleshoot AV (audio-visual) systems for meetings and conferences.

User Training & Documentation

Educate end-users on best practices, system functionality, and self-help tools.
Create and update documentation, including FAQs and user guides.

System Maintenance

Troubleshoot issues for Windows and Mac applications.
Perform routine hardware maintenance and upgrades.

Requirements

Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems.
Ticketing experience with examples such as ServiceNow and/or Jira.
Strong communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Ability to work independently and within a team.
Must be able to lift and carry equipment up to 20 kg.

Nice-to-Haves

Basic understanding of ITIL practices.

Work Conditions

Full-time on-site role in Toronto with occasional extended hours during critical incidents.
Willingness to work variable, rotating shifts (evenings, weekends, public holidays).
CPIC clearance and strict adherence to PCI standards.

About Pathway Communications

Pathway Communications is a Canadian IT managed services firm that has provided technology management since the early days of Internet service in Canada. The company offers solutions such as hybrid cloud services, service desk, telephony, and security, and operates certified infrastructure including a Tier III data center. It serves clients with end-to-end, sole-source IT support with a global reach.

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