Onsite Desktop Support Technician

Join to apply for the Onsite Desktop Support Technician role at Pathway Communications About Pathway Communications 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. Our commitment to excellence is reinforced by critical certifications such as SOC, ISO 27000, PCI DSS and Uptime Institute Tier III for our data centre. Job Details Job Title: Onsite Desktop Support TechnicianLocation: Markham & Toronto DowntownJob Type: 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. Requires strong technical expertise, communication skills and a proactive approach to problem‑solving. 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 all details are accurately documented. Escalate unresolved issues to the appropriate teams as per service‑level agreements (SLAs). Follow up with users to ensure issues are resolved to their satisfaction. Provide hands‑on support for technical problems that cannot be resolved remotely for 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 applications. Perform routine hardware maintenance and upgrades. Qualifications and Skills Education: Diploma or degree in Computer Science, Information Technology or related field. Experience: 2‑4 years of experience in technical support or IT service desk roles; hands‑on experience with Windows/MacOS, MS Office Suite and networking issues. Technical Skills: Knowledge of Active Directory, VPNs, remote desktop tools and ticketing systems such as ServiceNow or Jira; basic understanding of ITIL practices; use of ITSM ticketing systems. 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; willing to work variable, rotating shifts including evenings, weekends and public holidays; CPIC clearance and adherence to PCI standards; physical ability to lift 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 If you have the spirit, drive and passion for technology‑based business development, we would like to hear from you. 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 recruitment@corp.pathcom.com. Disclaimer This document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job. Equal Opportunity Employer 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