Service Desk Analyst - Tier 2

Yardstick Technologies; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading IT service provider located in Canada, is seeking a Service Desk Analyst - Tier 2 to enhance client satisfaction by managing service tickets effectively and resolving IT issues. Ideal candidates will have a minimum of two years' experience in IT and help desk environments along with post-secondary education in Information Technology. This role includes physical demands of handling IT equipment and offers several employee perks including competitive salary and comprehensive health benefits.

Benefits

Competitive salaries

Company lunches

Certification reimbursement

Paid parking

Comprehensive health and dental insurance

Retirement savings plan with up to 3% company matching

3 weeks of paid time off annually, plus 11 days off on Alberta holidays

Flexible work environment

Qualifications

• 2+ years of experience working within IT.
• 2+ years of experience in a help desk environment.
• Valid driver's license.

Responsibilities

• Manage service tickets and provide resolution for escalated service tickets.
• Participate in a rotating on‑call schedule.
• Work with vendors to complete service requests.

Skills

Excellent customer service

Troubleshooting

Communication

Time management

Education

Post-secondary education in Information Technology

Tools

Windows Server Technologies

Active Directory

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.
• Company lunches.
• Certification reimbursement.
• Paid parking.
• Comprehensive health and dental insurance.
• Retirement savings plan with up to 3% company matching.
• 3 weeks of paid time off annually, plus 11 days off on Alberta holidays.
• Flexible work environment.

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.