Service Desk Analyst - Tier 2

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

Benefits offered by this job

Competitive salaries

Health, dental & vision

3% company match

3 weeks PTO + Alberta holidays

Certification reimbursement

Paid parking

Job summary

Yardstick Technologies in Edmonton is seeking a Service Desk Analyst - Tier 2 to deliver a positive customer experience by ensuring service level commitments are met and by resolving escalated issues promptly. You will manage service tickets, coordinate with vendors, and participate in on-call rotations, with up to 20% travel.

The role requires post-secondary IT education and 2+ years of IT and help desk experience.

Qualifications

• Post-secondary education in Information Technology.
• 2+ years of experience in IT support.
• 2+ years of experience with Windows Server Technologies.
• 2+ years with Domains, GPOs, and Active Directory.
• 2+ years in a help desk environment.
• Strong communication and customer service skills.
• Valid driver’s license.

Responsibilities

• Deliver a positive customer experience by meeting service level commitments.
• Prioritize and close service tickets within the service team.
• Resolve escalated issues and communicate resolutions to clients.
• Manage service tickets and prioritize queue.
• Collaborate with vendors to fulfill requests.
• Diagnose and resolve advanced IT issues.
• Maintain time tracking and adhere to operations standards.
• Participate in rotating on-call schedule.
• Travel up to 20% may be required.
• Complete training and certifications.

Skills

Customer service

Troubleshooting

Communication

Time management

Self-motivated

Education

Post-secondary education in Information Technology

Tools

Windows Server Technologies

Active Directory

GPOs

Ticketing systems

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.

We are excited about the possibility of you joining our team! If you’re passionate, driven, and ready to make a difference, we encourage you to apply for our open positions.

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