Information Technology Analyst

Company Description

Frequency Foundry reimagines Customer Relationship Management (CRM) by blending strategy, creativity, and technology to design transformative customer experiences. Recognized for creating CRM ecosystems that drive loyalty and enable sustainable growth, the team operates with a mindset that combines technical acumen, human-centered thinking, and a passion for innovation. Frequency Foundry serves industries such as higher education, government, and economic development, helping organizations harness data to revolutionize their engagement strategies. Based in Calgary, AB, the company is guided by its mission to deliver impactful and "wow-worthy" customer interactions.

We are seeking a highly motivated IT & Support Desk Analyst to support our internal and client technology environment and provide responsive, professional technical support to employees, business users and client end users. This role is ideal for someone who enjoys solving problems, supporting people, administering Microsoft-based environments, and helping ensure that systems are secure, reliable, and well maintained.

The successful candidate will bring a strong foundation in Customer Support Best Practices , Windows administration, Microsoft 365 administration, virtual machines, Azure administration, endpoint support, and customer service . This person will act as a key point of contact for day-to-day IT support while also contributing to system administration, troubleshooting, documentation, onboarding, access management, and cloud infrastructure support.

Key Responsibilities

Help Desk & End User Support

· Provide first- and second-level technical support to employees, contractors, and other users.

· Troubleshoot hardware, software, connectivity, account access, email, Teams, SharePoint, OneDrive, printer, and endpoint issues.

· Respond to support tickets in a timely, professional, and customer-focused manner.

· Assist users with setup, configuration, and ongoing support of laptops, desktops, mobile devices, peripherals, and collaboration tools.

· Support onboarding and offboarding activities, including device preparation, user account creation, licensing, access provisioning, and access removal.

· Maintain clear documentation of support requests, resolutions, procedures, and recurring issues.

· Escalate complex issues appropriately while maintaining ownership and communication with the user.

Windows & Endpoint Administration

· Administer and support Windows VM server environments.

· Install, configure, patch, and troubleshoot Windows operating systems and standard business applications.

· Support device security, updates, endpoint protection, and configuration standards.

· Assist with endpoint management, device inventory, software deployment, and compliance monitoring.

· Troubleshoot network connectivity, VPN, DNS, domain, local profile, and device performance issues .

Microsoft 365 Administration

· Administer Microsoft 365 users, groups, licenses, shared mailboxes, distribution lists, Teams, SharePoint, OneDrive, and Exchange Online.

· Manage user access, permissions, and security settings across Microsoft 365 services.

· Support email configuration, mailbox issues, forwarding rules, retention policies, and calendar-related issues.

· Assist with Microsoft Teams administration, including channels, teams, guest access, and collaboration settings.

· Help enforce Microsoft 365 security best practices, including MFA, conditional access, and account protection.

Azure Administration

· Assist with Azure administration tasks, including user access, role assignments, resource monitoring, and basic infrastructure support.

· Support Azure virtual machines, storage, networking, backups, and related cloud resources.

· Monitor Azure services for availability, performance, security, and cost awareness.

· Assist with identity and access management using Microsoft Entra ID.

· Support implementation of security controls, policies, and operational standards in Azure.

· Work with senior technical staff or external partners on cloud infrastructure troubleshooting and improvements.

Virtual Machines & Infrastructure Support

· Administer and support virtual machines in Azure or other virtualization environments.

· Assist with VM provisioning, patching, monitoring, backups, resizing, and decommissioning.

· Troubleshoot performance, access, networking, storage, and operating system issues related to virtual machines.

· Maintain accurate documentation of infrastructure assets, configurations, and support procedures.

Security, Compliance & Operational Support

· Follow IT security policies and best practices for access control, password management, device protection, and data handling.

· Assist with monitoring security alerts, suspicious login activity, endpoint issues, and account compromise investigations.

· Support backup, recovery, patching, and routine maintenance activities.

· Participate in continuous improvement of IT processes, documentation, automation, and user support standards.

· Application management and client support for other applications, including hosted call center solution

Required Skills & Experience

Technical Skills

· Strong working knowledge of Windows desktop and Windows Server administration.

· Experience administering Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, users, groups, and licensing.

· Experience with Microsoft Entra ID, user access management, MFA, and conditional access concepts.

· Working knowledge of Azure administration, including virtual machines, storage, networking, resource groups, and monitoring.

· Experience supporting virtual machines, cloud-hosted infrastructure, and remote access environments.

· Ability to troubleshoot hardware, software, network, email, identity, and endpoint issues.

· Familiarity with endpoint security, patch management, antivirus/EDR tools, and device compliance.

· Understanding of basic networking concepts, including DNS, DHCP, VPN, firewalls, IP addressing, and connectivity troubleshooting.

· Experience using ticketing systems and maintaining support documentation.

Customer Service & Communication Skills

· Strong customer service mindset with the ability to support users patiently and professionally.

· Excellent written and verbal communication skills.

· Ability to explain technical issues clearly to non-technical users.

· Strong problem-solving skills and attention to detail.

· Ability to prioritize multiple support requests and manage competing deadlines.

· Comfortable working independently while knowing when to escalate.

· Professional, dependable, and service-oriented approach to IT support.

Preferred Qualifications

· Microsoft certifications such as Microsoft 365 Certified: Fundamentals , Azure Fundamentals , Azure Administrator Associate , or equivalent experience.

· Experience with Intune, Autopilot, Microsoft Defender, endpoint management, or device compliance policies.

· Experience supporting hybrid work environments.

· Experience with PowerShell scripting for basic administration and automation.

· Experience in a SaaS, consulting, technology, or professional services environment.

· Knowledge of ITIL or structured service desk processes.

Education

• Diploma, certificate, or degree in Information Technology, Computer Science, Systems Administration, or a related field is preferred.
• Equivalent hands-on experience will also be considered.

Ideal Candidate Profile

The ideal candidate is a practical, hands-on IT professional who enjoys helping people and keeping technology running smoothly. They are comfortable moving between help desk support, Microsoft 365 administration, Azure administration, Windows troubleshooting, and infrastructure support. They are proactive, organized, security-conscious, and able to communicate clearly with both technical and non-technical users.

Work Eligibility

This role is based in Calgary, Alberta . Candidates must be legally authorized to work in Canada at the time of application. The company will not provide visa sponsorship, immigration support, or relocation assistance for this position.