Desktop Support Technician
WFA Digital Insight
As remote work continues to grow, the demand for skilled desktop support technicians has increased by 25% in the past year. With companies like Pathway Communications leading the way in IT managed services, professionals with a customer-first mindset and expertise in technical support are in high demand. Pathway Communications stands out for its commitment to delivering high-quality IT solutions, and this role offers a unique opportunity to work with a pioneer in the industry. Before applying, candidates should be aware of the importance of excellent communication skills, strong analytical abilities, and the need to work independently and as part of a team.
Job Description
About the Role
The Desktop Support Technician role at Pathway Communications is a critical position that requires a unique blend of technical expertise and customer service skills. As a key member of the support team, you will be responsible for resolving technical issues via phone, email, or in-person, ensuring that customers receive timely and effective solutions to their problems. The role is based in Toronto, and you will be working in a dynamic and fast-paced environment, collaborating with a team of experienced professionals who are passionate about delivering exceptional service.The Desktop Support Technician will be working closely with the IT team to provide technical support for desktop, laptop, printers, and mobile devices. This will involve troubleshooting hardware, software, and network-related issues, as well as providing technical support for a range of applications and systems. The ideal candidate will have a strong technical foundation, excellent communication skills, and a customer-first mindset.
Pathway Communications is a leading Canadian technology management firm with a global reach, and this role offers a unique opportunity to work with a company that is at the forefront of the IT industry. With a strong commitment to delivering high-quality IT solutions, Pathway Communications is an exciting place to work, with a team of experienced professionals who are passionate about what they do.
What You Will Do
- 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
- 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
What We Are Looking For
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Ability to work independently and as part of a team
- Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira)
- Basic understanding of ITIL practices
- Use of ITSMs (ticketing systems like ServiceNow or Remedy)
- Experience working in a technical support role, preferably in an IT environment
- Strong technical foundation, with experience working with a range of hardware and software systems
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously
- Strong customer service skills, with a customer-first mindset
Nice to Have
- Experience working with cloud-based systems and applications
- Knowledge of scripting languages, such as PowerShell or Python
- Experience working with project management tools, such as Asana or Trello
- Certification in ITIL or a related field
- Experience working in a managed services environment
Benefits and Perks
- Competitive hourly pay rate
- Opportunity to work with a leading Canadian technology management firm
- Collaborative and dynamic work environment
- Professional development opportunities, including training and certification programs
- Access to a range of tools and technologies, including cloud-based systems and applications
- Flexible working hours, with the opportunity to work remotely
- Comprehensive benefits package, including health and dental insurance
- Paid time off, including vacation days and sick leave
- Employee recognition and reward programs
How to Stand Out
- Be prepared to provide specific examples of your technical support experience, including times when you had to troubleshoot complex issues or work with difficult customers.
- Make sure you have a strong understanding of the company's products and services, and be prepared to ask informed questions during the interview process.
- Highlight your customer service skills, including any experience you have working in a customer-facing role or providing technical support to users.
- Be prepared to discuss your experience working with ticketing systems, such as ServiceNow or Jira, and any other technical tools or software you have used in your previous roles.
- Consider creating a portfolio or example of your work, such as a troubleshooting guide or a user manual, to showcase your technical writing skills and attention to detail.
- Don't be afraid to ask about the company culture and what a typical day looks like in the role, to get a sense of whether you would be a good fit for the team.
- Be prepared to discuss your experience working in a team environment, and any experience you have with collaboration tools, such as Slack or Microsoft Teams.
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