Onsite Desktop Support Technician

About Pathway Communications: Pathway Communications has a 30‑year track record of providing high‑quality Information Technology solutions, including Tier I–III technical contact centre services to corporate, government and non‑profit clients in Canada and the United States. Founded in 1995, we have evolved from one of Canada’s pioneering ISPs to a provider of end‑to‑end corporate IT solutions— inbound technical support, infrastructure management, cybersecurity, and application development and maintenance. Our commitment to excellence is underpinned by critical certifications, including SOC, ISO 27000, PCI DSS, and Uptime Institute Tier III. Visit us on the website www.pathcom.com. Job Title Onsite Desktop Support Technician Location & Employment Markham & Toronto Downtown – Full‑time Summary 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. It requires strong technical expertise, communication skills, and a proactive problem‑solving approach. Key Responsibilities 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 accurate documentation. Escalate unresolved issues to the appropriate teams per service‑level agreements (SLAs). Follow up with users to confirm issue resolution and satisfaction. Offer hands‑on on‑site support for problems that cannot be resolved remotely, covering Windows‑based and Mac systems and related applications. Set up and configure hardware and software for new employees. Maintain and troubleshoot AV (audio‑visual) systems for meetings and conferences. Educate end‑users on best practices, system functionality, and self‑help tools. Create and update documentation, including FAQs and user guides. Troubleshoot issues related to Windows and Mac systems and applications. Perform routine hardware maintenance and upgrades. Qualifications and Skills Education: Diploma or degree in Computer Science, Information Technology, or a related field. Experience: 2–4 years in technical support or IT service desk roles. Hands‑on experience 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, Remedy). Basic understanding of ITIL practices. Soft Skills: Excellent communication and interpersonal skills. Strong analytical and problem‑solving abilities. Ability to work independently and as part of a team. Work Conditions Full‑time on‑site role with occasional extended hours during critical incidents. Must be willing to work variable, rotating shifts, including evenings, weekends, and public holidays. CPIC clearance and strict adherence to PCI standards. Physical ability to lift and carry equipment up to 20 kg. Key Performance Indicators (KPIs) First Call Resolution Rate. Average Time to Resolve Tickets. Customer Satisfaction Scores (CSAT). SLA Compliance Rates. How to Apply Send your resume to recruitment@corp.pathcom.com with the subject line "Onsite Desktop Support Technician". Include details of qualifications, training, work experience, expected minimum compensation, and a brief statement on why you are a good fit for this position. Only candidates selected for an interview will be contacted. Calls from recruitment professionals are not accepted. Disclaimer This document provides an overview of job accountabilities and does not necessarily list all tasks associated with this role. Equal Employment Opportunity Pathway 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. #J-18808-Ljbffr