Pathway Communications

• 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. • Perform routine hardware maintenance and upgrades.