Onsite Desktop Support Technician

About the role

Pathway Communications is seeking an Onsite Desktop Support Technician to join its Toronto downtown office. The role focuses on delivering high‑quality technical assistance to internal users, ensuring rapid resolution of hardware, software and network issues. You will work directly with employees to maintain productivity and support the company’s managed‑services environment.

Key responsibilities

• Respond to user‑reported incidents via phone, email or in‑person and resolve hardware, software and network problems.
• Diagnose and troubleshoot desktops, laptops, printers, mobile devices and AV equipment.
• Log, track and close tickets in the service‑desk system, escalating when necessary according to SLAs.
• Provide on‑site support for Windows and macOS systems, including setup and configuration for new hires.
• Perform routine hardware maintenance, upgrades and software installations, updates and configurations.
• Educate end‑users on best practices, create FAQs and user guides.

Required profile

• Customer‑first mindset with strong communication and interpersonal skills.
• Analytical thinker with solid problem‑solving abilities.
• Ability to work independently as well as part of a team.
• Willingness to work variable rotating shifts, including evenings, weekends and public holidays.

Required skills

• Active Directory
• VPN technologies
• Remote desktop tools
• Ticketing systems such as ServiceNow, Jira or Remedy
• Basic understanding of ITIL practices
• Windows and macOS operating systems
• AV (audio‑visual) system setup and troubleshooting
• Hardware maintenance and upgrade procedures

What we offer

• Competitive hourly rate of CAD $18‑$20.
• Full‑time, on‑site position in downtown Toronto.
• Opportunities to work with a leading Canadian managed‑services provider.
• Exposure to a variety‑rich IT environment, including cloud and security services.