Onsite Desktop Support Technician

Role Overview

Pathway Communications is hiring an Onsite Desktop Support Technician for its downtown Toronto office. This position is focused on delivering reliable end-user technical assistance, resolving issues quickly, and maintaining a strong service experience for customers and internal staff.

Pathway Communications has long-standing experience in managed IT services, beginning as one of Canada’s earliest internet service providers in 1995. Today, it serves clients with a broad range of technology solutions, including hybrid cloud, service desk operations, telephony, and security services. The company also operates a Tier III certified data center and holds certifications such as SOC 2 Type II, PCI, and ISO 27001.

This role is best suited to someone with a customer-first approach who can provide high-quality support across desktop, laptop, printer, mobile, and on-site workplace technology issues.

Compensation

The hourly wage for this position is CAD 18 to CAD 20.

Technical Support

• Handle user-reported technical problems through phone, email, and in-person support, and work through them to resolution.
• Investigate and fix problems related to hardware, software, and network connectivity.
• Support desktops, laptops, printers, and mobile devices.
• Carry out software setup, upgrades, and configuration tasks.

Incident Handling

• Record, monitor, and close service tickets with complete and accurate details in the ticketing platform.
• Escalate issues that cannot be resolved within SLA expectations to the correct teams.
• Check back with users after fixes to confirm the issue has been fully addressed.

On-Site End-User Support

• Provide direct hands-on help for problems that cannot be solved remotely on Windows and Mac systems and related applications.
• Prepare and configure hardware and software for new hires.
• Support and troubleshoot audio-visual equipment used for meetings and conferences.

Training and Documentation

• Guide users on effective system use, helpful practices, and self-service resources.
• Develop and refresh support materials such as FAQs and user manuals.

Maintenance and Systems Work

• Resolve issues involving Windows and Mac environments and associated applications.
• Perform regular hardware maintenance and upgrade activities.

Additional Requirements and Working Conditions

This is a full-time, on-site position with occasional extended hours during major incidents. The schedule may include rotating shifts, evenings, weekends, and public holidays. Candidates must be willing to comply with CPIC clearance requirements and follow PCI standards strictly. The role also requires the ability to lift and carry equipment weighing up to 20 kg.

Performance Measures

• First-call resolution performance.
• Average ticket resolution time.
• Customer satisfaction results.
• SLA adherence.