IT Infrastructure Analyst

Mosaic PCN; Calgary; Hybrid; Full time

Job summary

Mosaic PCN seeks an IT Infrastructure Analyst to enhance operations and support healthcare services in Calgary. The role focuses on technical problem resolution, systems administration, and infrastructure design, promising a diverse working environment with professional growth opportunities. The position allows for hybrid work with a competitive benefits package.

Benefits

Health and dental coverage

Health Care Spending Account

Group RRSP matching

Professional development opportunities

Paid time off

Qualifications

• Degree in computer science or equivalent experience.
• 2+ years in technical support or similar role.
• Certifications like MCITP and CCNA preferred.

Responsibilities

• Provide technical and network problem resolution for end-users.
• Manage system configurations and server maintenance.
• Support and document help desk procedures.

Skills

Customer Service

Technical Support

Communication

Problem Solving

Analytical Skills

Education

Bachelor’s or associate degree in computer science

Tools

MS 365

Active Directory

Windows Server

VPN

Networking hardware

Job description

IT Infrastructure Analyst

Status: Regular Full-Time (1.0 FTE)

Reporting To: IT Infrastructure Supervisor

Date Available: Negotiable

Hours of Work: 7.75 hours per day, 38.75 hours per week

Program/Department: IMIT

Exempt/Non-Exempt: Non-Exempt

Classification: Program Specialist Level II

Salary Range: $33.86 - $44.57

Shift Pattern: Days/On Call

Closing Date: June 29, 2025

This position is hybrid (remote work and on site required)

About Us

Mosaic Primary Care Network (PCN) provides a wide range of primary health care services in the northeast and southeast Calgary communities in partnership with a group of family doctors. Our talented interdisciplinary health care teams work together to provide services that best support patient needs.

We want YOU to bring your expertise to our growing team as we continue to develop solutions to meet the needs of our local community. If you have initiative, are resourceful, engage easily in teamwork, and most importantly, want to make a difference in healthcare, we want to hear from you!

Position Summary

The IT Infrastructure Analyst reports to the IT Infrastructure Supervisor and is integral to the operations and efficiencies of IMIT at MPCN. This role is responsible for providing technical and network problem resolution to end-users at the different MPCN clinics and remote locations. The technical aspects of this position include, but are not limited to, MS 365 (Exchange, security, reporting etc.), server and desktop patching, resolving Active Directory user account and VPN issues, installing/reinstalling software, hardware and software configuration and troubleshooting, desktop applications support, Mobile Device Management. The IT Infrastructure Analyst will utilize a helpdesk ticketing system to document and resolve end-user and system issues. Support will be provided to the end-user by communicating technical solutions in a user-friendly, professional manner. The IT Infrastructure Analyst will provide critical system reporting and be able remediate any issues to make sure the portfolio is operating at its highest efficiency level. This position requires an On-Call rotation to support the MPCN clinics.

Key Responsibilities

Systems Administration

• Manage and administer all systems including software on prem and cloud based.
• Assist in the planning, design, development, and deployment of new infrastructure, applications, and enhancements to existing applications.
• Conduct research on hardware and software products to justify recommendations.
• Create and maintain documentation related to system configuration, network, mapping, and processes.
• Recommend and execute modifications to infrastructure environment to improve efficiency, reliability, and performance.
• Design, implement and document any implementation, e.g., back up, disaster recovery plan, databases, networks, servers, and software applications and IMIT services.
• Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts.
• Administer and maintain end user accounts, permissions, and access rights.
• Assure compliance to required standards, procedures, guidelines, and processes.
• Provide technical expertise in the areas of capacity and performance management, server administration and hosting, virtual server technologies, enterprise storage area networks and backups.
• Determine the required course of action to improve performance and escalate when appropriate.
• Analyze audit trails to detect systematic security violations.
• Make recommendations to improve security and participate in investigations as needed.
• Ensure adherence to security requirements.
• Provide recommendations for tasks automation.
• Monitor all IMIT systems to make sure they operate at high efficiency.
• Provide technical guidance, coaching/mentoring to team members.
• Monitor production, outputs, and services to ensure SLAs, and other quality metrics, are being met.

Infrastructure Design

• Work closely with IT Infrastructure Supervisor to create project deliverables for any IMIT related projects.
• Works with project teams to understand business needs and timelines.
• Review existing IT systems and internal processes; collect and analyze data to identify areas for improvement within IT infrastructure.
• Design and integrate systems and infrastructure to improve workflows and technology.

Projects

• Coordinate and work on multiple cross-functional initiatives and projects.
• Ensure documentation is developed and maintained.
• Conduct testing to ensure requirements are met.

Support

• Coordinate service delivery of help desk staff.
• Provide tier 3 support for infrastructure requests and issues.
• Provide technical support via telephone and email for internal end users.
• Document internal processes and end user support materials.
• Provide advice and technical training for staff and help desk staff.
• Recommend and develop solutions for improvement of help desks procedures.

Other responsibilities are required.

Qualifications & Requirements

Education

• Bachelor’s or associate degree in computer science or post-secondary education in a computer related discipline.
• Alternatively, an appropriate combination of education and experience may be considered.
• MCITP, MCSE, MCSA, A+, Network, MCP, CCNA, and other industry certifications are desirable.

Experience

• Experience in infrastructure architecture, data centres, servers, and networks.
• Experience with emerging technology, such as cloud computing, desktop virtualization and unified communications.
• At least (2) years of experience in a similar role.
• At least (2) years of experience in a client-facing, technical support/consulting role.
• Healthcare experience is an asset.

Knowledge, Skills & Abilities

• Exceptional customer service skills.
• Excellent interpersonal skills.
• Strong organizational skills.
• Excellent communication skills, verbal & written.
• Strong analytical and problem-solving skills.
• Explain problems and solutions clearly to non-technical users in a professional and courteous manner.
• Server Systems (Windows Server 2012/2016/2019/2022, Active Directory, Microsoft Exchange, MS 365, Azure, AWS, Terminal Servers, VMware vCenter and ESXi, Hyper-V, and Veeam backup).
• Networking knowledge including switches, routers, firewalls, wireless and VPN.
• Phone and VoIP systems.
• Security access systems.
• Excellent systems troubleshooting skills.
• Ability to work well in a team environment and independently.
• Ability to work well under pressure and multi-task.
• Ability to lift equipment weighing up to 50 pounds.

Competencies

The Core Competencies listed below are identified by Mosaic leadership and should be demonstrated by all employees across the organization:

Practice Communication Excellence (Communication)
• Plan and deliver oral and written communications respectfully and tactfully to make an impact and persuade an intended audience.

Build Community-Feeling (Teamwork)

• Able to share due credit with coworkers, display enthusiasm, and team spirit to promote a friendly group working environment.

Advocate for Patient/Client (Patient/Client-Centricity)

• Able to demonstrate a high level of patient/client service delivery in a respectful and caring manner.

Understand Values of Change (Adaptability)
• Openness to different and new ways of doing things; willing to modify one’s preferred way of doing things with a positive attitude.

Embrace Culture and Diversity (Cultural Competency)

• Developing positive attitudes towards diverse populations. gaining knowledge of different life practices and world views.

Act with Professionalism (Personal Effectiveness)
• Takes personal responsibility for the quality and timeless or work and achieves results with little oversight.

Working Conditions

• Occasional evening and weekend hours required.
• Ability to travel on public transportation or valid driver's license with access to own car in good repair is required.

Why Mosaic PCN

We provide a competitive benefits package for eligible employees including: comprehensive health and dental coverage, Health Care Spending Account (HCSA) / Taxable Spending Account (TSA), a group RRSP matching program, professional development opportunities, generous vacation and other paid time off, and more!

Conditions of Employment

Successful applicants must provide proof of qualifications and a current police information check (PIC) including vulnerable search at the applicant’s expense. The results of the PIC may alter or revoke any offer made by Mosaic PCN.

We would like to thank all applicants for their interest and resumes. Please note, only those candidates chosen to proceed through the selection process will be contacted. No phone calls please.

This position is part of the bargaining unit covered by a collective agreement with Health Sciences Association of Alberta (HSAA).