Infrastructure Analyst, IT - CZ

The Calgary Zoo•Calgary, AB

1d•Onsite

About The Position

The Wilder Institute’s Calgary Zoo is seeking a permanent full-time Infrastructure Analyst, IT to provide advanced technical support, lead infrastructure initiatives, and ensure the reliability, security, and performance of enterprise technology systems. This role acts as a technical escalation point for complex issues, participating in the design, implementation, and support of modern IT infrastructure. The position requires strong troubleshooting abilities, excellent communication skills, and a passion for delivering exceptional IT services to support teams across the organization.

Requirements

College Diploma or bachelor’s in computer science or management systems.
At least 5 years of progressive IT infrastructure experience is required.
Microsoft Windows Server Experience.
Microsoft SQL Server Experience with Database Management.
Experience supporting enterprise environments with 300+ users.
Experience administering Microsoft 365 and hybrid Active Directory environments.
Experience in Supporting Multiple SQL Servers and IIS Servers.
Experience with virtualization, networking, and cloud technologies.
Experience leading or participating in technical projects.
Ability to explain technical IT concepts to both technical and non-technical audiences with varying degrees of understanding and application.
Comfort with delivering on multiple projects at the same times.
Organizational skills as demonstrated by effectively prioritizing multiple support requests, projects, and operational incidents based on business priorities, impact, new requests, and timelines.
Collaborative approach to problem solving, root-cause identification, and solution-generation to meet the needs of the situation.
Strong visual attention to detail while using multiple computer monitors, management consoles, and technical documentation.
Frequent communication with employees, vendors, and technical teams requiring effective listening, verbal, and written communication skills.
Comfort with decision making to respond quickly during occasional service outages or critical incidents where timeliness is necessary.
Applicants must be legally entitled to work in Canada.

Nice To Haves

ITIL, MCSA or other server/network certification preferred.
Fortinet NSE certification preferred.
Nutanix NCP certification preferred.
Experience mentoring technical staff is considered an asset.

Responsibilities

Lead troubleshooting efforts across servers, networking, cloud platforms, Microsoft 365, and endpoint technologies.
Mentor Technical Analysts and Service Desk staff while promoting knowledge sharing and continuous improvement.
Participate in on-call support and major incident response as required.
Administer Windows Server environments and Active Directory.
Support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.
Manage hybrid identity and authentication services.
Support virtualization platforms such as Nutanix Hypervisor.
Maintain enterprise storage, backup, and disaster recovery solutions.
Configure and maintain DNS, DHCP, Group Policy, and certificate services.
Deploy and manage Windows devices using Autopilot.
Support Azure services and hybrid cloud environments.
Assist with automation using PowerShell.
Support enterprise LAN/WAN infrastructure.
Configure and troubleshoot switches, wireless networks, firewalls, and ZTNA/VPN connectivity.
Work with technologies including Cisco, Fortinet, HPE, or equivalent.
Monitor network performance and proactively resolve issues.
Manage, patch, backup MS SQL Servers.
Develop and maintain reporting solutions using tools such as SSRS and SSIS.
Support ETL data workflows between systems (e.g., POS, CRM, finance systems).
Ensure data accuracy, consistency, and alignment across platforms.
Assist with security monitoring, vulnerability remediation, and incident response.
Maintain security best practices, MFA, conditional access, and identity management.
Participate in cybersecurity awareness initiatives.
Assist with audits, compliance activities, and documentation.
Lead or participate in infrastructure and technology projects.
Plan, document, test, and implement system upgrades and migrations.
Coordinate with vendors and third-party partners.
Create technical documentation, SOPs, and knowledge base articles.
Deliver outstanding technical support to staff across the organization.
Communicate technical issues clearly to both technical and non-technical audiences.
Ensure service requests meet established SLAs.
Identify opportunities to improve IT processes and user experience.
Other duties and responsibilities as assigned.