Service Desk Analyst - Tier 1 (Weekend)

Yardstick Technologies; Edmonton; Hybride; CAD 48 000 - 64 000; Plein temps

Avantages offerts par ce poste

Health, Dental, Vision Insurance

Retirement Savings Plan

Paid Time Off (3 weeks) and Alberta 11

Certification Reimbursement

Paid Parking

Résumé du poste

Yardstick Technologies in Edmonton, AB, is seeking a Service Desk Analyst – Tier 1 (Weekend) to join our service team. You’ll provide weekend user support, investigate incidents, and resolve issues, handling email queues and tickets while occasionally calling clients.

This role offers the chance to grow in a fast-paced IT environment with exposure to desktops, networking gear, VMware, Exchange, and backup technologies.

Qualifications

• 2 years of PC hardware and software support experience.
• 1 year of networking, servers, and telecom support.
• Strong customer service and communication skills.
• Windows and common desktop applications experience.
• Active Directory, VPN, storage and backups knowledge.
• A+ and ITIL certifications preferred.
• Experience with remote access troubleshooting and print servers.

Responsabilités

• Provide 1st level IT support onsite and via remote access.
• Maintain and troubleshoot desktops, peripherals, printers, and networking hardware.
• Prioritize, manage, and resolve end-user incidents and service requests.
• Log incidents and requests; escalate when needed.
• Manage ticket queues, calls, and emails with timely escalation.
• Participate in on-call schedule outside regular hours.
• Demonstrate flexibility to meet business needs.

Connaissances

PC hardware

Software support

Networking basics

Customer service

Communication

Team collaboration

Windows

Active Directory

VPN

Print servers

Remote support

ITIL

VMware

Exchange

SQL

Formation

Post-secondary IT education

Outils

VMware

Exchange

SQL

Description du poste

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 (Weekend), you will be a key member of our Service Team, responsible for providing weekend support for our customer user support requests, investigating incidents, and providing troubleshooting expertise to resolve issues as they arise. You will be managing email queues, assigned tickets and potentially calling clients. Our fast-paced and demanding environment provides an excellent opportunity to gain valuable experience with a variety of information technologies.

Schedule & Location:

Saturday to Tuesday, 7am – 6pm, with 3 days off a week.

Saturday & Sunday, you will be working from home, and Monday & Tuesday in the Edmonton office (10109 106 St, Edmonton, AB).

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).

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.

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.