Service Desk Analyst – Tier 1

Yardstick Technologies; Edmonton; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental and vision coverage

Health Spending Account

Pension with company matching

3 weeks PTO + Alberta holidays

Training bonuses

Paid parking

Flexible work environment

Company lunches and social events

Job summary

Yardstick Technologies is a Western Canada IT partner delivering managed IT, cloud, backup, and strategic consulting to SMBs. We are seeking a Service Desk Analyst – Tier 1 to support our clients with day-to-day user issues, troubleshoot incidents, and escalate where needed.

The role combines onsite customer work with time at our Edmonton office. Ideal candidates have 2 years of PC hardware/software support and 1 year in networking/servers, plus strong customer service and teamwork.

Qualifications

• Post-secondary education in Information Technology (preferred).
• 2 years of PC hardware/software support experience.
• 1 year of networking, servers, and telecom support.
• Strong customer service, communication and teamwork.
• Willingness to travel between locations and onsite work.
• Lift up to 50 lbs and handle physical IT equipment.

Responsibilities

• Provide 1st level IT support onsite and through remote channels.
• Maintain and troubleshoot desktops, peripherals, mobiles, printers, and networking hardware.
• Prioritize, manage, and resolve end-user incidents and service requests.
• Log all incidents and escalate to a senior technician when needed.
• Manage ticket queues via phone and email with timely escalation.
• Participate in an on-call schedule to provide outside-hours support.
• Be flexible to meet business demand.

Skills

Windows & Office

AD/VPN

Customer service

Remote & on-site support

Networking basics

Hardware troubleshooting

Ticket logging & escalation

On-call readiness

Education

Post-secondary IT education

Tools

VMware

Exchange

Print servers

Windows OS

Office 365

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 – Tier 1, 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. Our fast-paced and demanding environment provides an excellent opportunity to gain valuable experience with a variety of information technologies.This is a customer placement role. You will spend approximately half of your day working onsite at a customer location and the remainder of your day working from our Edmonton office. This position follows a regular schedule of 6:00 AM to 3:00 PM, Monday through Friday.

A valid driver's license and access to a reliable vehicle are required, as daily travel between locations is part of the role.

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 escal to a senior technician.
• Manage ticket queues effectively, including phone calls and emails, ensuring timely escalation of issues as needed.
• 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.
• Strong customer service, communication (verbal and written), and team collaboration skills.
• 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.
• Experience with VMWare, Exchange, SQL (preferred but not required).
• N+ certification (preferred but not required).

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.

This position is always open. Due to high application volumes, we may not respond immediately. Thank you for your patience.

Our Employee Perks:

• Competitive salaries.
• Comprehensive health, dental, and vision insurance.
• Health Spending Account.
• Retirement savings plan with up to 3% company matching.
• 3 weeks of paid time off annually, plus 11 days off on Alberta holidays.
• Training bonuses.
• Paid parking.
• Flexible work environment.
• Company lunches and social events.