Service Desk Analyst - Tier 3

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 3, 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. You will be the go-to person for the highest level of escalations, handling issues that require an extra level of expertise. This role requires availability from Monday to Friday, 8am-5pm and being available when needed.

What You’ll Be Working On

• Provide 3rd level IT support and problem resolution to customers onsite and through remote technical support, prioritizing Priority One ticket escalations from the service team
• Technical mentorship of ROC 1 and 2 support teams
• Maintain and troubleshoot user desktops, peripherals, mobile devices, printers, and networking hardware.
• Achieving weekly KPI targets set by the company.
• Prioritize, manage, and resolve end-user incidents, service requests, and other day-to-day tasks.
• Manage ticket queues effectively, including phone calls and emails, ensuring timely resolution 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.
  
  

What We’re Looking For

• Minimum 3 years of experience in all relevant areas:
• Microsoft 365, Microsoft, Azure, Windows Operating Systems.
• Fortinet, Fortigate Firewalls, Access Points & Switching
• Advanced skills in Active Directory and Microsoft Entra.
• Proven track record of providing excellent customer service and troubleshooting solutions.
• Responsible, self-motivated, detail-oriented, and a good communicator.
• Scripting Skills are preferred but not required
• Microsoft MCSA, Fortinet NSE 4 or FCP certification would be considered an asset
  

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.
• Certification bonuses.
• 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.
• Company lunches.
  
  

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.