Service Desk Analyst – Field Technician

Yardstick Technologies; Calgary; On-site; CAD 50,000 - 70,000; Full time

Job summary

Yardstick Technologies seeks a Service Desk Analyst – Field Technician to join their team in Calgary. The role involves providing critical technical support, managing incidents, and ensuring an exceptional customer experience. Candidates should possess strong IT skills and customer service expertise, with opportunities for growth and professional development.

Benefits

Competitive salaries

Company lunches

Certification reimbursement

Paid parking

Comprehensive health and dental insurance

Retirement savings plan with up to 3% company matching

3 weeks of paid time off annually

Flexible work environment

Qualifications

• 2 years of PC hardware/software support experience.
• 1 year of experience with networking, servers, and telecom support.
• Valid Class 5 Drivers License and a reasonably clean driving record.

Responsibilities

• Provide 1st level IT support and problem resolution to customers onsite.
• Maintain and troubleshoot user desktops, peripherals, and networking hardware.
• Log all incidents and requests and escalate issues as necessary.

Skills

Customer service

Communication

Team collaboration

Remote access troubleshooting

Education

Post-secondary education in Information Technology

Tools

Active Directory

VPN

Microsoft Office

VMWare

SQL

Exchange

Job description

Looking for a workplace that values excellence and simplicity? At Yardstick Technologies, we excel in delivering top-notch solutions while simplifying complex challenges. We listen to our clients and team members, care about your growth, and celebrate every success together. Join us and make a real impact!

Our Story:

Yardstick Technologies, founded in 2008, leads IT outsourcing for small and medium businesses in Western Canada. We help businesses make smart technology decisions to further their strategies. Our fixed-fee services include managed IT solutions, cloud computing, Backup and Disaster Recovery, IT strategy, and consulting. We believe technology should help your business “WIN” and be part of a greater vision. Many small businesses trust us as their IT partner.

What You’ll Be Doing: As a Service Desk Analyst – Field Technician, you will be a key member of our Service Team, responsible for providing day-to-day support for our customer user support requests, investigating incidents, and providing troubleshooting expertise to resolve issues as they arise. You will be responsible for providing field support, for the Service department, travelling to client sites and prioritizing delivering an exceptional customer experience.

Our fast-paced and demanding environment provides an excellent opportunity to gain valuable experience with a variety of information technologies.

What You’ll Be Working On:

• Provide 1st level IT support and problem resolution to customers onsite and through remote technical support.
• Maintain and troubleshoot user desktops, peripherals, mobile devices, printers, and networking hardware.
• Prioritize, manage, and resolve end-user incidents, service requests, and other day-to-day tasks.
• Log all incidents and end-user requests and resolve or escalate to a senior technician.
• Manage ticket queues effectively, including phone calls and emails, ensuring timely escalation of issues as needed.
• Act as an internal escalation point for field support on service escalations.
• Provide backfill coverage for other departments as required.
• Participate in an on-call work schedule to provide support outside of regular business hours.
• Employee flexibility is required to meet the demands of the business.
  

What We’re Looking For:

• Post-secondary education in Information Technology (preferred but not required).
  
• 2 years of PC hardware/software support experience.
• 1 year of experience with networking, servers, and telecom support.
• 1 year of experience in a bench/provisioning role.
• 1 year of experience in an onsite/field role
• Strong customer service, communication (verbal and written), and team collaboration skills.
• Demonstrates a strong ability to stay calm and confident under pressure, effectively managing and resolving situations both internally and externally as needed.
• PC hardware setup and repairs.
• Remote access troubleshooting.
• Print server management.
• Windows, Microsoft Office, and common desktop applications.
• Active Directory, VPN, storage, and backup technologies.
• A+ and ITIL certifications (preferred but not required).
• Experience with VMWare, Exchange, SQL (preferred but not required).
• N+ certification (preferred but not required).
• Valid Class 5 Drivers License (or equivalent) and a reasonably clean driving record

Physical Requirements (include but are not limited to):

• Ability to lift heavy IT equipment including but not limited to desktops, printers, workstations, and UPS etc. up to 50 lbs. without assistance.

Our Employee Perks:

• Competitive salaries.
• Company lunches.
• Certification reimbursement.
• Paid parking.
• Comprehensive health and dental insurance.
• Retirement savings plan with up to 3% company matching.
• 3 weeks of paid time off annually, plus 11 days off on Alberta holidays.
• Flexible work environment.

We are excited about the possibility of you joining our team! If you’re passionate, driven, and ready to make a difference, we encourage you to apply for our open positions.

Explore our careers page at https://yardsticktechnologies.bamboohr.com/careers to view other opportunities and find the perfect fit for your skills and aspirations.