IT Helpdesk Analyst (Remote)

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. 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 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.

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.

Post-secondary education in Information Technology (preferred but not required).

• 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.
• Remote access troubleshooting.
• Windows, Microsoft Office, and common desktop applications.
• Experience with VMWare, Exchange, SQL (preferred but not required).
• Ability to lift heavy IT equipment including but not limited to desktops, printers, workstations, and UPS etc. Due to high application volumes, we may not respond immediately. 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.
• Flexible work environment.
• Company lunches and social events.