Service Desk Analyst – Field Technician

Yardstick Technologies Inc.; Calgary; On-site; CAD 50,000 - 75,000; Full time

Job summary

Yardstick Technologies Inc. is seeking a Service Desk Analyst – Field Technician to join their team. This role involves delivering exceptional IT support and troubleshooting both onsite and remotely. The successful candidate will aid in resolving user issues and providing field support, all in a flexible, supportive work environment that values growth and teamwork.

Benefits

Comprehensive health and dental insurance

Retirement savings plan with 3% company matching

3 weeks paid time off annually

Paid parking

Flexible work environment

Qualifications

• Experience in providing 1st level IT support.
• Ability to troubleshoot user devices and networking hardware.
• Flexibility to work on-call and assist in various departments.

Responsibilities

• Provide 1st level IT support and troubleshooting both onsite and remotely.
• Maintain and resolve issues with desktops, mobile devices, and peripherals.
• Manage ticket queues and escalate issues as necessary.

Skills

Problem Resolution

Technical Support

Customer Service

Troubleshooting

Job description

Join us to apply for the Service Desk Analyst – Field Technician role at Yardstick Technologies Inc.

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, traveling to client sites, and prioritizing delivering an exceptional customer experience.

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

• 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.

Physical Requirements (include But Are Not Limited To)

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

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting

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