IT Help Desk jobs in Remote

Field Support Analyst

Department: Service Delivery

Employment Type: Full Time

Work Location: Office and client sites

Reports To: Service Desk Team Lead

Salary: $50,000 to $60,000

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 an experienced Field Support Analyst who enjoys variety in their day. In this role you will provide technical

support remotely from our office and in person at client locations, so no two days look quite the same.

Just a heads up, this is not a work from home position. You will regularly move between our office and client sites depending

on what the day calls for. Some days you will be at your desk helping clients remotely, and others you will be out in the field

getting hands on.

The ideal candidate is someone who works well independently, takes ownership of field assignments from start to finish, and

represents 403Tech with the professionalism and warmth our clients have come to expect.

What You Will Do

Field and Onsite Support

Travel to client locations to provide friendly, professional onsite technical support.

Own your assigned field work from arrival through completion and follow up.

Install, configure, maintain, and troubleshoot supported hardware and software.

Resolve technical issues involving endpoints, Microsoft technologies, networking, hardware, and business IT infrastructure.

Support equipment deployments, office moves and changes, projects, and scheduled onsite work.

Work safely and professionally in a variety of client environments.

Office Based Remote Support

Provide remote technical support to clients while working from our office.

Respond to incidents and service requests that need intermediate or advanced troubleshooting.

Own your assigned work through to resolution or a proper handoff.

Coordinate with Service Desk teammates when work moves between remote and onsite support.

Share what you learn in the field so the whole team gets stronger.

Client Experience

Be a trusted technical face of 403Tech during client interactions.

Communicate clearly about the issue, the work performed, your recommendations, and next steps.

Build positive working relationships with the people you support at each client.

Earn client confidence through professionalism, sound judgement, and technical skill.

Spot opportunities to make client environments more reliable and effective.

Documentation and Improvement

Keep complete and accurate records for all work performed.

Update client documentation and technical knowledge resources.

Identify recurring issues and recommend longer term solutions.

Recommend improvements to client environments, documentation, and technical practices.

Coordinate with Projects, Account Management, vendors, and other Service Delivery staff when needed.

What Success Looks Like

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

Deliver consistently strong onsite and remote technical support.

Independently manage field assignments and client communication.

Make sound technical decisions within your area of capability.

Keep documentation accurate and genuinely useful.

Follow up reliably and take real ownership.

Help reduce recurring issues through practical recommendations.

Represent 403Tech professionally at every client location.

Work smoothly with the broader Service Desk team.

What You Bring

Required

Demonstrated experience independently managing technical support activities.

Strong knowledge of endpoint management, Microsoft technologies, networking, hardware deployment, and business IT

infrastructure.

Advanced troubleshooting and technical documentation skills.

Strong client communication and relationship management skills.

Good organization, time management, and independent decision making.

A valid driver's licence and reliable transportation.

The ability to travel frequently to client locations.

The ability to occasionally lift and transport equipment weighing up to 25 kg.

The ability to work full time from the office and client sites.

Nice to Have

Experience working for a managed service provider.

Previous field support or desktop support experience.

Relevant industry certifications.

Experience coordinating with vendors or project teams.

Role Boundaries

The Field Support Analyst independently determines the technical approach for assigned field work and may coordinate

directly with clients.

The role does not direct overall Service Desk operations, formally assign work to Service Desk employees, conduct

performance management, or approve organizational changes. Operational, advanced technical, and people related issues

are escalated through the appropriate leadership channels.

Working Conditions

This position involves regular travel between our office and client locations. Some days may be mostly remote support from

the office, while others may involve multiple client site visits.

Occasional after hours work may be required to support client or operational needs.

Why Join 403Tech

You will 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 love the mix of office work and field work,

and want your day to actually fly by, we would love to hear from you.

Pay: $50,000.00-$60,000.00 per year

Work Location: In person