Onsite Desktop Support Technician

Pathway Communications•Toronto, ON

8d•Onsite

About The Position

The Onsite Desktop Support Technician provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.

Requirements

Diploma or degree in Computer Science, Information Technology, or related field.
2-4 years of experience in technical support or IT service desk roles.
Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.
Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
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.
CPIC clearance and strict adherence to PCI standards
Physical ability to lift and carry equipment weighing up to 20kg.

Nice To Haves

Basic understanding of ITIL practices is preferred.

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.