Tier 2 Service Desk Analyst — Expert IT Support & Escalations

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

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.