Service Desk Analyst – Field Technician

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 – Field Technician, 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. You will be responsible for providing field support, for the Service department, travelling to client sites and prioritizing delivering an exceptional customer experience.

What You’ll Be Working On

• 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.
• Act as an internal escalation point for field support on service escalations
• Provide backfill coverage for other departments as required.
• 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

• 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.
• Act as an internal escalation point for field support on service escalations
• Provide backfill coverage for other departments as required.
• 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.
  
  

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.