Technical Infrastructure Analyst, Junior

Build bold. Deliver impact. Win together.

At General Dynamics Mission Systems Canada, were not just engineering technology were shaping the future of defence and security. Our teams design and deliver advanced, mission-critical solutions that enhance national security, strengthen communities, and protect the people we serve.

If youre looking for meaningful work that contributes to a safer, more secure world, youll find purpose here. Every day, your skills will directly impact programs that matter.

Full-time

Company Description

Build bold. Deliver impact. Win together.

At General Dynamics Mission Systems Canada, were not just engineering technology were shaping the future of defence and security. Our teams design and deliver advanced, mission-critical solutions that enhance national security, strengthen communities, and protect the people we serve.

If youre looking for meaningful work that contributes to a safer, more secure world, youll find purpose here. Every day, your skills will directly impact programs that matter.

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…