IT Support Analyst

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.

 

Role Overview

The IT Support Analyst reports to the Senior Manager, IT Service Delivery and supports the implementation, operation, and continuous improvement of technology across Canyon Spirit Onboard, Destinations, and Rail operations. Integrated with the Canadian-based IT Services team, and working closely with third-party vendors, this role delivers reliable technical support, maintains critical infrastructure, and contributes to technology initiatives that improve operational performance, as well as Guest and team member experiences. Success in this role requires strong technical expertise, a customer-focused mindset, accountability for results, effective collaboration, and the ability to adapt to changing business and technology needs.

Key Responsibilities

End User Support & Service Delivery

• Provide first and second-level support for desktops, laptops, mobile devices, Microsoft 365 applications, operating systems, Apple iOS devices, and business applications for teams onboard the train, across multiple physical locations, as well as , remote, telephone, and on-call support.

• Support hardware deployment, troubleshooting, upgrades, replacements, and lifecycle management for laptops, desktops, printers, and related equipment.

• Manage mobile device provisioning, administration, training, cellular services, and Microsoft Intune device management.

• Monitor, prioritize, and resolve incidents and service requests within established service levels, taking ownership of issues through to resolution while maintaining a high level of customer satisfaction.

Endpoint, Mobility & Systems Administration

• Manage and maintain the organization’s fleet of Apple mobile devices, including provisioning, support, training, mobile device management through Microsoft Intune, and cellular contract administration.

• Configure, install, upgrade, and maintain desktops, laptops, peripherals, software packages, patches, and operating systems.

• Support the Vancouver based Rail Technology team with occasional guided support of networking, wireless services, and compute onboard the train. 

• Perform user administration activities, including account creation and termination, permissions management, access provisioning, distribution lists, and group administration for network and business applications.

• Support SharePoint Online sites, Microsoft Teams environments, collaboration platforms, and business systems used throughout Canyon Spirit operations.

• Anticipate potential issues, evaluate options, and take appropriate action to minimize operational impacts. 

Collaboration, Documentation & Continuous Improvement

• Partner with internal clients, vendors, and IT team members to resolve issues and support operational priorities.

• Create, maintain, and enhance support documentation, operational procedures, and knowledge resources to improve service delivery and knowledge sharing.

• Share expertise with peers, contribute to team learning, and actively seek feedback to strengthen technical capability and performance.

• Participate in team meetings, openly contribute ideas, and recommend process improvements that increase efficiency, service quality, and user satisfaction.

• Embrace change, adapt to evolving technologies and business requirements, and identify opportunities to leverage technology in new and innovative ways. 

What You Bring

• A customer-focused mindset with a passion for delivering exceptional service and creating meaningful experiences.

• Strong analytical, troubleshooting, and problem-solving skills, with the ability to assess situations, evaluate options, and determine effective solutions.

• Accountability for results, sound judgment, and the ability to manage multiple priorities while meeting deadlines.

• Effective verbal and written communication skills, with the ability to build trusted relationships and collaborate across teams.

• A commitment to continuous learning, professional development, and expanding technical expertise.

• Resilience, adaptability, and a positive approach to change, ambiguity, and evolving business needs.

• A proactive mindset that identifies opportunities for improvement and contributes innovative ideas that enhance team and business outcomes. 

Experience & Qualifications 

• Diploma in Information Technology or a related field, or an equivalent combination of education and experience.

• Professional certifications such as HDI CSS, CompTIA A+, Network+, or equivalent.

• Microsoft 365 Modern Desktop Administrator (MD-102) certification is considered an asset.

• 3 to 5 years of experience in an IT support or Service Desk environment providing Tier 1 and Tier 2 support.

• Experience supporting Apple mobile devices, Microsoft Intune, Microsoft 365, SharePoint Online, Microsoft Teams, Active Directory, endpoint management technologies, and telecommunications providers.

Work Environment 

• Denver-based position supporting Canyon Spirit operations across multiple office and guest facing locations in both Colorado and Utah.

• Frequent computer-based work with travel required to support remote operating locations.

• Flexibility to support operational requirements outside standard business hours when required.

Compensation

• The base salary offered for this role is $65,000 - $75,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity. 
• Eligible for Armstrong Collective’s Bonus Program.

Perks & Benefits
Armstrong Collective supports the health and well-being of its team members through a comprehensive benefits program. Eligible employees may also enjoy 401(K) matching, travel benefits, and additional company perks.

This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure, and duties may be changed in response to business requirements.