Desktop Support Technician

Role Overview

Pathway Communications is hiring a Desktop Support Technician to support users remotely. The role is centered on resolving technical problems quickly, keeping users informed, and delivering a smooth support experience. The pay for this position is CAD 18 to CAD 19 per hour.

Pathway Communications is a long-established Canadian IT managed services company that began as one of the country’s early internet service providers in 1995. Today, it delivers technology management services across hybrid cloud, service desk, telephony, and security. The company is recognized for building Canada’s first Tier III certified data center and for maintaining certifications such as SOC 2 Type II, PCI, and ISO 27001.

The team is looking for a support professional with a strong customer-first attitude who can handle issues professionally, maintain solid product knowledge, and contribute to high service quality.

Responsibilities

• Handle user-reported technical problems through phone, email, and in-person channels, and work toward prompt resolution.
• Investigate and fix issues related to hardware, software, and network connectivity.
• Support desktops, laptops, printers, and mobile devices.
• Help with installing, updating, and configuring software.
• Record, monitor, and close service tickets with complete and accurate notes.
• Escalate cases that cannot be solved within the expected service levels to the correct support teams.
• Follow up with users to confirm the issue has been resolved to their satisfaction.
• Provide hands-on assistance for problems that cannot be handled remotely, including Windows and Mac systems and related applications.
• Set up equipment and applications for new hires.
• Maintain and troubleshoot audio-visual systems used for meetings and conferences.
• Guide users on best practices, system usage, and self-service resources.
• Prepare and revise support documentation such as FAQs and user manuals.
• Carry out routine hardware maintenance and upgrade tasks.
• Track performance against service metrics such as first-call resolution, ticket resolution time, customer satisfaction, and SLA compliance.

Requirements

• Previous experience supporting end users with desktop, laptop, printer, and mobile device issues.
• Working knowledge of Windows and Mac environments, along with related applications.
• Familiarity with Active Directory, VPNs, remote support tools, and ticketing platforms such as ServiceNow, Jira, or Remedy.
• Understanding of ITIL concepts is an advantage.
• Strong communication and interpersonal skills.
• Good analytical thinking and problem-solving ability.
• Ability to work effectively both alone and with a team.
• Comfort working variable rotating shifts, including evenings, weekends, and public holidays.
• Willingness to work extra hours during critical incidents when required.
• Ability to obtain CPIC clearance and follow PCI requirements strictly.
• Physical capability to lift and carry equipment up to 20 kg.

Additional Information

This role is described as remote, while also noting support for the Toronto Downtown office and on-site assistance when needed. Candidates should be prepared for a mix of remote and in-person technical support duties as required by the team.

Key performance measures for the role include first-call resolution rate, average ticket resolution time, customer satisfaction scores, and SLA compliance.

No formal education requirement, application deadline, or start date was specified in the source information.

Compensation

Hourly pay: CAD 18 to CAD 19.