Service Desk Analyst – Tier 2

About the role

Yardstick Technologies is seeking a Tier 2 Service Desk Analyst to deliver exceptional customer experiences and ensure service level commitments are met or exceeded. You will handle escalated tickets, prioritize work, and collaborate with vendors to resolve complex technical issues.

Key responsibilities

• Manage and resolve escalated service tickets while maintaining high client satisfaction.
• Prioritize and track personal ticket queue, ensuring timely completion of change and incident requests.
• Work with vendors to fulfill service requests and procure necessary resources.
• Diagnose and resolve advanced technical problems.
• Participate in a rotating on‑call schedule and complete required training and certifications.
• Travel up to 20% for on‑site support as needed.

Required profile

• Post‑secondary education in Information Technology.
• Minimum 2 years experience in IT, including help‑desk environments.
• 2 + years experience with Windows Server, Domains, GPOs, and Active Directory.
• Responsible, self‑motivated, detail‑oriented, and strong communicator.
• Valid driver’s license and ability to lift up to 50 lb equipment.

Required skills

• Windows Server technologies
• Active Directory
• Group Policy Objects (GPO)
• Domain management
• IT service desk ticketing and escalation
• Change and incident request handling
• Vendor coordination

What we offer

• Competitive salary
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with up to 3 % company matching
• 3 weeks paid vacation plus Alberta holidays
• Certification reimbursement
• Paid parking