Service Desk Analyst – Tier 1

Yardstick Technologies Inc.; Edmonton; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive Salaries

Health, Dental, and Vision Insurance

3 Weeks Paid Time Off Annually

11 Alberta Holidays

Certification Reimbursement

Paid Parking

Job summary

Yardstick Technologies Inc. is seeking a Service Desk Analyst – Tier 1 to join the Service Team in Edmonton. You will provide day-to-day user support, troubleshoot incidents, and resolve issues across a variety of IT environments.

Requirements include 2 years of PC hardware/software support, 1 year in networking/servers/telecom, strong customer service, and familiarity with AD, VPN, storage, and backups. On-site and remote support with on-call duties are expected.

Qualifications

• 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).

Responsibilities

• Provide 1st level IT support onsite and through remote technical support.
• Maintain and troubleshoot desktops, peripherals, mobile devices, printers, and networking hardware.
• Prioritize, manage, and resolve end-user incidents, service requests, and other day-to-day tasks.
• Log incidents and end-user requests and resolve or escalate to a senior technician.
• Manage ticket queues via phone and emails with timely escalation of issues.
• 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.

Skills

Customer service

Communication

Team collaboration

Remote access troubleshooting

Active Directory

VPN

Backup technologies

Print server management

Windows & Office

VMWare/Exchange/SQL

N+ certification

Education

Post-secondary IT education

Tools

VMWare

Exchange

SQL

VPN software

Printer management software

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.

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).

Additional Requirements

• We love people who can use AI to work smarter and improve outcomes. We also believe the best work comes from combining technology with human judgement, experience, and authenticity. Show us you're the right person for this job by describing your experience working with the Turboencabulator.

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.
• Retirement Savings Plan with up to 3% Company Matching.
• 3 Weeks of Paid Time Off Annually, plus 11 Days Off on Alberta Holidays.
• Certification Reimbursement.
• Paid Parking.

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