Service Desk Analyst - Tier 1 (Weekend)

Yardstick Technologies Inc.; Edmonton; Híbrido; CAD 52.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Health/Dental/Vision insurance

Retirement match

Paid time off

Certification reimbursement

Paid parking

Descripción de la vacante

Yardstick Technologies is seeking a Service Desk Analyst – Tier 1 for weekend coverage. You will provide 1st level IT support, troubleshoot desktops, peripherals, and networking devices, and manage incidents across onsite and remote channels.

The role includes on-call duties and weekend home/ Edmonton office work. The ideal candidate has 2 years of PC hardware/software support, 1 year networking/servers, and strong customer service.

Formación

• 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 and communication skills.
• Experience with remote troubleshooting and on-call work.

Responsabilidades

• Provide 1st level IT support for customers onsite and remotely.
• Manage and resolve end-user incidents and service requests.
• Maintain desktops, peripherals, mobile devices, printers, and networking hardware.
• Log incidents and escalate to a senior technician when needed.
• Handle ticket queues via phone and email, with on-call rotation.

Conocimientos

PC hardware

Software support

Networking basics

Customer service

Remote troubleshooting

On-call experience

A+ certification

ITIL certification

N+ certification

Educación

Post-secondary IT education

Herramientas

VMware

Active Directory

VPN

Exchange

SQL

Descripción del empleo

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 escalation 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.