Service Desk Analyst – Tier 1

Yardstick Technologies Inc.; Edmonton; On-site; CAD 45,000 - 55,000; Full time

Job summary

A technology solutions company in Canada is looking for a Service Desk Analyst – Tier 1. You will provide 1st level IT support and troubleshooting for customer issues, manage tickets, and maintain user devices. Ideal candidates should possess strong customer service skills and have a background in IT support. This role offers competitive salaries and comprehensive benefits including paid time off and a flexible work environment.

Benefits

Competitive salaries

Company lunches

Certification reimbursement

Paid parking

Comprehensive health and dental insurance

Retirement savings plan with company matching

3 weeks of paid time off annually

Qualifications

• 2 years of PC hardware/software support experience.
• 1 year of experience with networking, servers, and telecom support.
• A+ and ITIL certifications are preferred.

Responsibilities

• Provide 1st level IT support and problem resolution.
• Troubleshoot user desktops, peripherals, and networking hardware.
• Log all incidents and end-user requests.

Skills

Customer service skills

Communication skills

Team collaboration

PC hardware/software support

Networking support

Remote access troubleshooting

Education

Post-secondary education in Information Technology

Tools

VMWare

Active Directory

Microsoft Office

Job description

Overview

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.

What You’re 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.
• 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

• 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.
• 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.