Junior Support Analyst

Department: Service Delivery

Employment Type: Full Time

Work Location: In office

Reports To: Service Desk Team Lead

Salary: $45,000 to $50,000

About 403Tech

403Tech is a Calgary based managed service provider that has been helping businesses across Calgary, Edmonton, and

Vancouver get more out of their technology since 2012. We work with property managers, mechanical contractors, not for

profits, and growing companies who count on us to keep their teams running. We believe great IT starts with great people,

and we are proud of the team and community we have built.

About the Role

We are looking for a Junior Support Analyst to join our Service Desk team, and this might be the perfect way to launch your IT

career.

This is an entry level technical support role for someone who genuinely enjoys helping people, communicates clearly, and

wants to grow in information technology. You will often be the first friendly voice our clients hear when they need a hand with

their technology.

You will work from our Calgary office, answering incoming support calls, gathering information, working through initial

troubleshooting, and escalating issues when they need more time or expertise. You do not need to know everything on day

one. We will coach you, train you, and grow with you.

What You Will Do

Answer incoming client support calls with professionalism and a friendly attitude.

Create and maintain accurate service tickets.

Confirm the issue, gather the relevant details, and assess how urgent it is.

Work through up to about 10 minutes of initial troubleshooting using our established procedures and documentation.





Resolve routine incidents and service requests when a documented solution is available.

Escalate issues promptly when they need more time, knowledge, access, or authority.

Keep clients in the loop on the status of their request and what happens next.

Follow our Service Delivery processes, technical standards, and documentation practices.

Own your assigned work until it is resolved or properly handed off.

Grow your technical skills through coaching, training, and hands on experience.

Bring positive energy to the Service Desk team.

What Success Looks Like

You will know you are thriving in this role when you:

Answer calls consistently and give clients a outstanding experience every time.

Capture complete and accurate information in every ticket.

Follow the 10 minute initial support and escalation process reliably.

Resolve routine issues using approved procedures.

Recognize when an issue needs another set of hands.

Communicate clearly with clients and teammates.

Show steady technical growth and a real willingness to learn.

Follow through on your commitments and assigned work.

What You Bring

Required

Previous customer service experience or a genuine interest in information technology.

Basic knowledge of computer systems, Microsoft Windows, Microsoft 365,



and common business applications.

Strong verbal and written communication skills.

Good organization and time management skills.

A practical approach to problem solving.

Reliability, professionalism, and a willingness to learn.

The ability to work full time from our office.

Nice to Have

Previous help desk or technical support experience.

Entry level IT certifications.

Experience documenting customer interactions or service requests.

Role Boundaries

This role follows our established troubleshooting processes and escalates work that goes beyond your current capability,

authority, or the allotted initial support time. That is by design. It keeps our clients moving and gives you a clear path to grow.

The Junior Support Analyst does not direct Service Desk operations, assign work to other employees, conduct performance

management, or approve operational changes.

Why Join 403Tech

This role gives you structured, real world exposure to client support, business technology, troubleshooting, and managed IT

services. You will get coaching, mentorship, and hands on experience while building the skills to take on more independent

technical work over time.

You will also be joining a tight knit, growing team that genuinely cares about its clients and each other. We invest in our

people, celebrate wins together, and stay active in the Calgary business community. If you are ready to start your IT career

somewhere that will actually invest in you, we would love to hear from you.

Pay: $37,500.00-$45,000.00 per year

Work Location: In person

📌 Support Analyst - Triage (Calgary)
🏢 403Tech
📍 Calgary