Technical Infrastructure Analyst, Junior

We are currently hiring for a Junior Technical Infrastructure Analyst for our Calgary-based Desktop Support team. The successful candidate will be the primary IT support resource for the Calgary location, providing friendly, reliable, and timely support to local employees while working closely with the broader IT team. The role includes service desk and desktop support, endpoint support, local IT inventory coordination, and support for asset lifecycle activities.
Primary Responsibilities
Act as the primary IT support resource for the Calgary location, independently triaging, prioritizing, troubleshooting, and resolving local IT incidents and service requests.
Provide service desk support, including intake, categorization, queue management, first-level troubleshooting, customer communication, ticket documentation, escalation, and follow-up.
Prepare, deploy, configure, harvest, repair, and coordinate disposal of IT assets in accordance with company standards and security requirements.
Install, configure, and troubleshoot endpoint hardware, operating systems, desktop applications, peripherals, printers, video conferencing equipment, and mobile devices.
Support endpoint management activities, including software deployment, patching, anti-virus, encryption, wireless connectivity, remote access, and remediation of security issues.
Maintain local inventory and asset records, including receiving, tracking, storage, movement, lifecycle updates, reconciliation, and coordination with procurement, asset management, facilities, and other internal teams.
Create and maintain service desk scripts, procedures, work instructions, asset records, and knowledge base content as needed.
Collaborate with service desk, infrastructure, endpoint management, cybersecurity, procurement, facilities, vendors, and other internal service providers to resolve issues and support site needs.
Initiative & Accountability
Take initiative on primary duties, proactively manage the Calgary support workload, and identify opportunities to improve local service delivery.
Work independently as a key local IT point of contact while balancing immediate customer needs with operational priorities, inventory responsibilities, and enterprise IT standards.
Exercise sound judgment within generally defined parameters, escalating issues or seeking guidance when appropriate.
Identify, document, and report issues impacting assigned tasks, the local support environment, inventory, or service delivery.
Communication & Customer Service
Communicate clearly and professionally with customers who may be experiencing technical difficulties.
Provide clear ticket notes, status updates, documentation, and handoffs to support effective service delivery across teams.
Build productive relationships with internal customers, vendors, management, and internal service providers.
Demonstrate strong verbal and written communication skills and a strong customer service mindset.
Related college diploma in computer science, computer systems, information technology, or a related field. A professional designation or relevant certification is an asset.
Experience providing service desk support, including incident intake, ticket documentation, prioritization, first-level troubleshooting, escalation, and customer follow-up.
Practical experience supporting Microsoft Windows desktop environments, Microsoft 365 applications, desktop and laptop hardware, mobile devices, printers, peripherals, and video conferencing tools.
Working knowledge of endpoint management and deployment tools such as Microsoft SCCM or equivalent technologies.
Working knowledge of Active Directory, VPN technologies, remote access tools, wireless connectivity, encryption, anti-virus, patching, and endpoint security remediation.
Familiarity with Microsoft Azure services, Microsoft Server environments, IT ticketing systems, and scripting or automation tools is an asset.
Ability to install, configure, troubleshoot, and support a wide range of endpoint software, hardware, operating systems, and business applications.
Ability to manage local IT inventory, support hardware ordering and receiving, track asset lifecycle activity, reconcile records, and coordinate with other teams to maintain accurate asset information.
Ability to research technical issues, recommend hardware and software solutions, resolve break/fix issues, and provide input on procedural or service delivery improvements.
Applies learned skills and knowledge to most tasks associated with the job family and completes diverse, moderately complex assignments within defined policy and objectives.
Experience working with or familiarity with AI/ML models is preferred.
It is a requirement that General Dynamics Mission Systems-Canada be registered with the Canadian Controlled Goods program and that all of its workforce be security assessed. Successful applicants must meet all applicable security requirements, including but not limited to the ability to obtain and maintain a Canadian government security clearance. Applicants may be required to meet additional security requirements in order to gain access to technical data, classified areas or information that is subject to international regulations. You must be eligible to work in Canada.

Employment type
Full-time

Work arrangement
Hybrid