Service Desk Analyst – Tier 1

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

Benefits offered by this job

Health insurance

Health Spending Account

Retirement plan with company matching

Paid time off

Alberta holidays observed

Training bonuses

Paid parking

Flexible work environment

Company socials

Job summary

Yardstick Technologies Inc. is seeking a Service Desk Analyst – Tier 1 to provide day-to-day IT support for customers, both onsite and remotely. You will handle incidents, troubleshoot devices, printers, and networks, and manage tickets in a fast-paced environment.

You will split time between customer locations and our Edmonton office, with a regular 6:00 AM to 3:00 PM schedule, Monday to Friday. A valid driver’s license and ability to travel are required.

Qualifications

• Post-secondary IT education preferred but not required.
• 2 years of PC hardware/software support experience.
• 1 year of networking, servers, and telecom support.
• Strong customer service and communication skills.
• PC hardware setup and repairs.
• Remote access troubleshooting experience.
• Print server management knowledge.
• Windows and Microsoft Office proficiency.
• Active Directory, VPN, storage, and backup tech.
• A+ and ITIL certifications are a plus.
• Experience with VMware, Exchange, SQL; N+ preferred.

Responsibilities

• Provide 1st level IT support for onsite and remote customers.
• Maintain and troubleshoot desktops, peripherals, mobile devices, printers, and networking gear.
• Prioritize and resolve incidents and service requests; log in tickets.
• Manage ticket queues and escalate when needed.
• Participate in on-call schedule for after-hours support.
• Travel between locations as required; work from Edmonton office for part of the day.

Skills

Customer service

Clear communication

Team collaboration

PC hardware setup

Remote access troubleshooting

Print server management

On-call readiness

Physical stamina

Education

Post-secondary education in Information Technology

Tools

VMware

Exchange

SQL

VPN

Active Directory

A+ certification

ITIL certification

N+ certification

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 elevate 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.