Desktop Support Technician

Pathway Communications is seeking an Onsite Desktop Support Technician to provide technical support, incident management, and user training in a customer-focused environment. The role involves troubleshooting hardware, software, and network issues, and maintaining system and AV equipment.

Location: Remote

Salary: CAD$18 - $19 per hour

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 issues relating to system (Windows-based and Mac) 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.
• Troubleshooting issues relating to the system (Windows-based and Mac) and related applications.
• Perform routine hardware maintenance and upgrades.

Requirements

• Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
• Basic understanding of ITIL practices is preferred.
• Use of ITSMs (ticketing systems like ServiceNow or Remedy).
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.