Opportunity: Junior Developer & Help Desk Support

About This Role

We’re looking for a Junior Developer & Help Desk Support Technician to join our team in a hybrid role that supports both our Web Development and MSP/Help Desk departments. This position is ideal for someone early in their career who enjoys variety splitting their time between website support and IT service tasks while learning from two experienced teams.

In this role, you’ll help maintain and improve a large fleet of client websites (~200 WordPress sites), assist with content and front-end updates, support day-to-day development operations, and handle web-related support tickets. You’ll also contribute to our MSP team by providing Level 1 technical support for clients, helping resolve common workstation, Microsoft 365, networking, and access issues.

You don’t need to be an expert in everything on day one — but you should be eager to learn, comfortable switching between tasks, and motivated to deliver great client service in both disciplines.

Core responsibilities

Website care & operations

• Act as the key resource monitoring, triaging, and responding to Webdesk support tickets.
• Maintain WordPress core, plugin, and theme updates across a large fleet using staging-first, rollback-ready practices.
• Act as a key support resource for the development and design team, taking on setup, maintenance, and follow-up tasks that keep projects moving smoothly.
• Monitor uptime, performance, and security alerts; diagnose and resolve issues (site cleanup, SEO, site speed, redirects, 500 errors, broken plugins or incompatibility).

Domains, DNS & onboarding

• Migrate websites between hosts/platforms with minimal downtime.
• Post migration cleanup and backup storage.
• Website-related DNS configuration (A, www, CNAME, validation records).
• Set up new sites: development → production workflow, base theme and plugins, forms, analytics, CDN, caching, roles and access control.

Support desk & client care

• Triage and prioritize Webdesk tickets; communicate ETAs and progress in plain, friendly language; meet SLAs.
• Reproduce bugs with clear steps; ship fixes or escalate with clean handoffs; keep internal notes up to date.
• Coordinate content requests (page additions, copy updates, blog posts) — gather assets, confirm approvals, and publish safely.
• Assist with documentation input and management.

Content & site updates

• Build new pages/sections from briefs using the Block Editor, Divi, or other builders; ensure responsive layouts and accessibility basics (headings, contrast, alt text, focus order).
• Publish blog/news posts (copy, images, categories/tags); schedule releases; manage author bios and archives.
• Create simple landing pages for campaigns with UTMs, forms, thank-you pages, and goal tracking.
• Optimize websites and improve Google speed score results without changing the design or functionality.

Light development & collaboration

• Implement front-end tweaks with HTML/CSS and basic JS; create/edit child themes; enqueue assets; adjust templates; handle style or functionality customizations for clients and/or projects.
• Handle simple PHP fixes or improvements (hooks, filters) and basic MySQL (export/import).
• Use Git and follow ticket workflows; contribute to checklists and continuous improvement.
• Perform occasional account setup and configuration (e.g., Google API keys, Google Analytics, GA Goals, HubSpot).
• Set up and configure web forms (e.g., Gravity Forms and JotForm).
• Assist with manual tasks for website builds, such as manually adding product specs from a spreadsheet into a page or WooCommerce product.

Knowledge, skills, and abilities (in order of importance)

• WordPress administration at scale; safe update/rollback workflows; staging-first mindset.
• Front-end implementation (HTML/CSS) with accessibility and SEO basics for content.
• Basic PHP troubleshooting for minor fixes.
• DNS and domain management systems.
• Ticketing systems and SLAs; clear client communication; structured documentation.
• Git fundamentals; working in branches; clean handoffs to senior developers.
• Performance optimization basics (caching plugins, image optimization, Lighthouse).
• Security hygiene (least privilege, 2FA, vetted plugins, WAF awareness).
• SSH, FTP & SFTP setup and file transfers.
• Log reading.

Bonus knowledge, skills, and abilities

• Divi and at least one other page builder (Block Editor patterns, Elementor).
• Cloudflare (DNS, CDN, WAF, rules/redirects).
• GA4 and Tag Manager basics (events/goals for content and forms).
• Simple CI/CD workflows; basic scripting or automation.
• Experience with managed WordPress hosting (Pressable, Flywheel) and staging environments.
• MSP experience (ITIL4 Foundation Certificate, incident/problem/change processes); help desk background.

Tools we use (you don’t need all on day one)

• WordPress, Divi, Block Editor/patterns; common plugins for security, performance, forms, and SEO.
• Git and ticketing/SLAs; documentation in shared knowledge bases.
• MS365.
• Autotask.
• WordPress Studio.
• Cloudflare (DNS, CDN, WAF) and common hosting control panels (cPanel/Plesk).
• Google Analytics 4, Tag Manager; image optimization tools and media hygiene SOPs.

Help Desk Support – Core responsibilities

The Junior Help Desk Technician is responsible for providing first-line technical support to MSP clients across a variety of environments.
This role focuses on troubleshooting common issues, escalating more complex problems, and maintaining strong communication with end users.
The ideal candidate is eager to learn, comfortable working in a fast-paced, multi-client environment, and committed to delivering excellent customer service.

Key Responsibilities

• Serve as the first point of contact for client support requests via phone, email, chat, or ticketing system.
• Troubleshoot and resolve Level 1 technical issues related to:
  • Windows and macOS workstations.
  • Microsoft 365/Azure AD user accounts and applications.
  • Basic network connectivity (Wi-Fi, VPN, printers, switches).
  • Common business applications.
• Log, categorize, and prioritize tickets in the MSP ticketing system (ConnectWise, Autotask, or similar). This is our dispatch role backfill.
• Follow documented procedures and knowledge base articles for consistent issue resolution.
• Escalate complex or unresolved issues to Level 2/3 engineers as appropriate.
• Assist with user onboarding/offboarding tasks (account setup, device prep, permissions).
• Perform routine maintenance tasks, such as patching and monitoring alerts.
• Maintain clear communication with clients regarding issue status and follow-up.
• Contribute to internal documentation and knowledge base improvements.

Required Qualifications

• 0–2 years of IT support or customer service experience (MSP experience is a plus).
• Basic understanding of:
  • Windows OS and Microsoft 365.
  • Networking fundamentals (TCP/IP, DNS, DHCP).
  • Endpoint security/antivirus tools.
• Strong communication and customer-service skills.
• Ability to multitask and work efficiently in a ticket-driven environment.
• Willingness to learn new technologies and grow within the MSP framework.

Preferred Qualifications (Nice to Have)

• Experience with an RMM or PSA platform (e.g., ConnectWise, Autotask, N-able).
• Familiarity or certification in ITIL4 concepts or service desk best practices.
• CompTIA A+, Network+, or equivalent certification (or working toward one).
• Basic experience supporting cloud environments (Azure, M365, Google Workspace).

Key performance indicators

• Completion of support tickets/updates with positive client feedback and clean documentation.
• 0 failed updates causing downtime per quarter; limited rollback window (site and urgency dependent).
• Site health: uptime ≥ 99.9%; performance and best practices trending upward; zero critical security incidents or hacks.
• Content turnaround: ≥ 90% of standard content requests published within 2–3 business days; ≤ 1 rework per 20 content tickets.

Education & experience

• Ideal candidate will be a recent graduate of a Computer Science program.
• 1–2 years of website support, web development, junior development, or agency/MSP experience is a plus.
• WordPress admin fluency (plugins, themes, users/roles, menus, forms, media, block editor).
• Solid HTML/CSS; comfortable with responsive tweaks and browser dev tools.
• Basic JavaScript.
• Basic PHP and WordPress concepts (template hierarchy, hooks, child themes).
• Domains/DNS fundamentals.
• Familiarity with cloud hosting panels.
• Clear written communication; habit of writing reproducible steps and change logs.
• Bonus: Diploma/certificate/degree in a related field.

Relationships

• 50% – Internal (Web team, Help Desk, Account Managers).
• 50% – Clients (ticket updates, content requests, approvals).

Location

In office, Vancouver, BC.

Transportation

A car is not required for this job.

Compensation & Benefits

Salary: $45,000–$50,000 CAD per year, depending on experience.

Schedule & Flexibility

Office hours: Monday–Friday, 8:30am–5:00pm
Flexible start/end times (8:30–9:30am start, 4:30–5:30pm end)
Opportunities for remote work periods throughout the year

Vacation

3 weeks (15 days) paid vacation annually

Professional Development

• Company-supported training and learning opportunities
• Eligible after orientation period
• Pre-approved courses and certifications covered based on business needs
• One professional membership included for management roles

Benefits

• Eligible full-time employees (and part-time at 30+ hrs/week) receive a comprehensive, employer-paid benefits package including:
• Extended Health & Dental Coverage
• Vision Care (eyewear allowance + exam coverage)
• Life, AD&D, Critical Illness, and Long-Term Disability Insurance
• Out-of-Country Emergency Medical Coverage
• Paramedical Services (e.g., physio, massage, chiropractic)

Organizational values

• Fast Learner – You pick up new tools and systems quickly.
• Working on a Deadline – You meet deadlines even when timelines shift.
• Multi-Tasking – You can juggle multiple unrelated tasks in one day.
• Delivering Results – You own outcomes and follow through.
• Continuous Improvement – You look for ways to improve SOPs and reliability.
• Relationship Management – You create positive client and team interactions.
• Teamwork & Collaboration – You work effectively with others toward a common goal.
• Interpersonal Communication – You write and speak clearly with non-technical audiences.

Diversity & Inclusion

ITS is committed to fostering diversity and inclusion in the workplace and encourages applications from all qualified individuals.

30/60/90-Day Plan

First 30 days

• Shadow maintenance windows and ticket triage; learn SOPs/playbooks.
• Handle low-risk updates on 10–20 sites; document two SOP improvements.

Days 31–60

• Own weekly maintenance batches; lead a small migration or SSL/DNS cutover.
• Close 20–30 tickets/week; demonstrate clean rollback/runbook use.

Days 61–90

• Manage a subset (~40–60 sites) end-to-end health.
• Propose and ship a fleet-wide improvement (e.g., standardized caching/image policy).