Position Title: IT Infrastructure Analyst

Location: Calgary/Okotoks, AB The IT Infrastructure Analyst provides first- and second-level technical support for employees, devices, Microsoft 365 services, business applications, networking, and voice systems. The position also assists senior team members with infrastructure, security, firewall, and network initiatives and provides a development path into systems, cloud, networking, or cybersecurity responsibilities.

Responsibilities:

End-User Support

- Provide responsive first- and second-level support for Windows desktops, laptops, mobile devices, printers, peripherals, and common business applications.
- Diagnose and resolve hardware, software, accounts, printing, connectivity, and application issues, escalating when required.
- Prepare, deploy, maintain, and recover end-user equipment using approved configurations and security standards.
- Complete onboarding, role-change, and offboarding tasks, including equipment, accounts, access, and licensing.
- Provide explicit user guidance and maintain a positive, service-focused experience.

Microsoft 365 & Identity
- Administer routine Microsoft 365 tasks involving user accounts, groups, licensing, Exchange Online, Outlook, Teams, OneDrive, and SharePoint Online.
- Support Active Directory and Entra ID accounts, authentication, permissions, and access-related troubleshooting.
- Assist with Intune enrollment, device compliance, endpoint configuration, and application deployment.
- Follow approved access-control and security procedures and promptly escalate suspected security incidents.

Infrastructure, Network & Security Support
- Troubleshoot local and remote network connectivity, Wi-Fi, DNS, DHCP, VPN, and basic TCP/IP issues.
- Assist with Cisco switch administration, port configuration, VLAN assignments, network documentation, and device replacement.
- Assist senior staff with Palo Alto firewall changes, VPN troubleshooting, IPsec tunnels, network configuration reviews,



and maintenance activities.
- Support endpoint protection, patching, vulnerability remediation, security awareness, and other cybersecurity initiatives.
- Assist with Windows Server, virtualization, backup, monitoring, and recovery activities as assigned.

Voice & Communications
- Provide operational support for Avaya and/or 3CX phone systems.
- Configure handsets, extensions, voicemail, and approved call-routing changes; troubleshoot common voice and connectivity issues.

Documentation & Service Management
- Record accurate troubleshooting notes, resolutions, asset details, and user communications in the service management system.
- Create and maintain knowledge articles, support procedures, inventories, and technical documentation.
- Follow incidents, requests, problems, and change processes and contribute ideas that improve service quality and efficiency.

Requirements:

- Diploma or degree in information technology, computer science, or a related discipline, or equivalent practical experience.
- Two to four years of progressive IT support or infrastructure experience.
- Hands-on experience supporting Windows 10/11, Microsoft 365, user accounts, laptops, desktops, and peripherals.
- Working knowledge of Active Directory, Entra ID, TCP/IP, DNS, DHCP, Wi-Fi, VLANs, and VPN connectivity.
- Ability to troubleshoot methodically, document work clearly, and recognize when escalation is required.
- Professional written and verbal communication skills and a strong customer-service orientation.

Preferred / Assets:

- Experience with Cisco networking and Palo Alto firewalls.
- Experience with Microsoft Intune, Defender, Exchange Online, SharePoint Online, or Teams administration.
- Familiarity with Windows Server, virtualization, backups, PowerShell, and monitoring tools.
- Experience supporting Avaya and/or 3CX telephony.
- CompTIA Network+, Security+, Microsoft, Cisco, or equivalent certification.
- Experience working within ITIL-based service management and change processes.

📌 IT Infrastructure Analyst (Junior / Intermediate) (Calgary)
🏢 GuestTek Interactive Entertainment
📍 Calgary