Service Desk Analyst – Tier 1

Yardstick Technologies • Edmonton, AB

1d • Hybrid

About The Position

As a Service Desk Analyst – Tier 1, you will be a key member of our Service Team, responsible for providing day-to-day support for our customer user support requests, investigating incidents, and providing troubleshooting expertise to resolve issues as they arise. Our fast-paced and demanding environment provides an excellent opportunity to gain valuable experience with a variety of information technologies. This is a customer placement role. You will spend approximately half of your day working onsite at a customer location and the remainder of your day working from our Edmonton office. This position follows a regular schedule of 6:00 AM to 3:00 PM, Monday through Friday.
A valid driver's license and access to a reliable vehicle are required, as daily travel between locations is part of the role.

Requirements

• 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.

Nice To Haves

• Post-secondary education in Information Technology (preferred but not required).
• Experience with VMWare, Exchange, SQL (preferred but not required).
• N+ certification (preferred but not required).

Responsibilities

• 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 escalate 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.

Benefits

• Competitive salaries.
• Comprehensive health, dental, and vision insurance.
• Health Spending Account.
• Retirement savings plan with up to 3% company matching.
• 3 weeks of paid time off annually, plus 11 days off on Alberta holidays.
• Training bonuses.
• Paid parking.
• Flexible work environment.
• Company lunches and social events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree