Remote Desktop Support Technician – IT Help Desk

About the role

Pathway Communications is seeking a Remote Desktop Support Technician to join its Toronto downtown team. You will be the first point of contact for users, delivering high‑quality technical assistance and ensuring a smooth, productive work environment.

Key responsibilities

• Respond to user inquiries via phone, email, or in‑person and resolve hardware, software, and network issues.
• Diagnose and troubleshoot desktops, laptops, printers, mobile devices, and AV systems.
• Log, track, and close tickets in ServiceNow or Jira, escalating when necessary.
• Set up and configure hardware and software for new employees.
• Provide on‑site support for issues that cannot be resolved remotely.
• Educate end‑users on best practices and create documentation such as FAQs and user guides.
• Perform routine hardware maintenance and upgrades.

Required profile

• Customer‑first mindset with strong communication skills.
• Analytical problem‑solving ability and capacity to work independently or in a team.
• Willingness to work variable rotating shifts, including evenings, weekends, and holidays.
• CPIC clearance and adherence to PCI standards.

Required skills

• Active Directory
• VPN configuration
• Remote desktop tools
• Ticketing systems (ServiceNow, Jira, Remedy)
• Windows and macOS operating systems
• Hardware troubleshooting (desktops, laptops, printers)
• AV system setup and maintenance
• Basic understanding of ITIL practices

What we offer

• Competitive hourly rate (CAD $18‑$19)
• Opportunity to work with cutting‑edge IT managed‑services technologies
• Professional development in a globally‑recognized firm