Service Desk Analyst - Tier 2

Yardstick Technologies Inc.; Edmonton; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salaries

Health, dental, and vision insurance

Retirement savings plan with company 3

3 weeks of paid time off annually

Certification reimbursement

Paid parking

Job summary

Yardstick Technologies Inc. in Western Canada is seeking a Service Desk Analyst - Tier 2 to deliver a positive customer experience by ensuring service commitments are met or exceeded.

You will prioritize and close tickets within the team while maintaining high client satisfaction by resolving escalated issues. The role requires post‑secondary IT education and 2+ years in IT, with Windows Server, Active Directory and GPOs experience.

Qualifications

• Post-secondary IT education and strong customer service skills.
• 2+ years of IT experience with a focus on help desk support.
• Experience with Windows Server Technologies and Active Directory (GPOs).

Responsibilities

• Manage service tickets and provide resolutions for escalated tickets.
• Prioritize and close tickets to meet service commitments.
• Collaborate with vendors to fulfill service requests.
• Diagnose and resolve advanced issues and participate in on-call rotation.
• Maintain time tracking and adhere to Yardstick standards.

Skills

Customer service

Communication

Time management

Education

Post-secondary education in Information Technology

Tools

Windows Server Technologies

Active Directory / GPOs

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 2, you will be responsible for delivering a positive customer experience by ensuring that client service level commitments are completely met or exceeded. You will take pride in prioritizing and closing service tickets within the service team while maintaining high client satisfaction by resolving most issues escalated to you.

What You’ll Be Working On

• Manage service tickets and provide resolution for escalated service tickets within our processes.
• Manage personal service ticket queue ensuring service requests are resolved with proper ticket prioritization and management.
• Complete change and incident request tickets.
• Work with vendors to complete service requests.
• Diagnose and resolve advanced issues.
• Effective time management and time tracking.
• Understand and follow Yardstick service operational standards, processes, and best practices.
• Participate in a rotating on-call schedule.
• Complete training and certifications required.
• May need to travel up to 20%.

What We’re Looking For

• Post‑secondary education in Information Technology.
• 2+ years of experience working within IT.
• 2+ years of experience working with Windows Server Technologies.
• 2+ years of experience with Domains, GPOs, and Active Directory.
• 2+ years of experience working in a help desk environment.
• Responsible, self‑motivated, detail-oriented, and a good communicator.
• Proven track record of providing excellent customer service and troubleshooting solutions in a busy environment.
• Valid driver’s license.

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.