Are you the type of person who can contribute to a professional, energetic, growing IT firm? Yardstick Technologies Inc. has recently been recognized by Alberta Venture Magazine as one of Alberta’s 50 Fastest Growing Companies for the 2nd year in a row.

Our clients depend on us to provide excellent customer service, consistent technical support and an extremely knowledgeable team. Because of this, Yardstick hires only the best; people with integrity, passion, and who are dedicated to being their best. In addition to the skills outlined below, we are looking for team players who are committed to delivering first in class customer service and are excited about contributing to a successful team environment. If you feel you would add to our team, tell us why by submitting your resume to careers2011@yst1.com .

IT Helpdesk Support Specialist

Responsibilities:

• Single point of contact for all IT issues that are presented to the Service Desk via phone call, voicemail or email
• Remotely troubleshoot IT related problems and resolve or escalate as appropriate
• Troubleshoot hardware and software issues in a variety of environments with a focus on the Microsoft Office Suite and Windows XP/7
• Troubleshoot VPN, remote access, and RDP
• Application provisioning
• Exceed defined metrics for critical, high, medium, and low priority tickets
• Tracking and escalation of outages
• Daily queue management including accurate logging of all requests and tracking of tickets
• Perform data collection and tracking of incidents that may be used for root cause analysis
• Setting up workstations
• Installing and configuring hardware options
• Dispatching technicians
• Shipping/Receiving of product
• Provide excellent customer satisfaction to all clients
• Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner
• Willingness to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations
• Interested in, and knowledgeable about current news, system information, problems, changes and updates relevant to our user community
• Track personal time billings and report them in a timely manner
• Complete training and obtain certifications as directed by Team Lead

Qualifications:

• Minimum 2 years of related help desk experience
• A+ certification
• Strong understanding of computers, with a demonstrated ability to troubleshoot
• Knowledge of server operations, infrastructure, web interfaces and remote access tools
• Candidate must have a vehicle and valid driver’s license

Experience

• Experience supporting a Microsoft environment in a Help Desk or Desktop Support role
• Experience with Microsoft Office XP / 2003 / 2007 / 2010
• Experience with Windows XP / 7 and Active Directory
• Experience with router / firewall / VPN
• Cisco and Sonicwall firewall experience would be considered an asset
• Microsoft certification would be considered an asset
• Manufacturer Hardware certifications would be considered an asset

Desired Skills

• Exceptional customer service and a passion for customer satisfaction
• Pleasant and professional phone manner and superior interpersonal skills
• Enjoys working with end users of all technical abilities
• Strong team player
• Ability to use of appropriate resources effectively
• Great oral and written communication skills
• Keen attention to detail
• Excellent time management
• Flexible and adaptable personality
• Neat and professional appearance with the ability to maintain a professional work area
• Adhere to company policies and procedures

Systems Engineer

Responsibilities:

• Work with the Yardstick team and our clients on project definition and scope
• Handle projects involving implementations, upgrades and migrations
• Take a leadership role in tracking and managing IT projects end to end
• Create and manage detailed documentation
• Troubleshoot system infrastructure issues
• Mentor internal staff and train/cross train within the Yardstick team
• Complete training and obtain certifications within planned career development

Qualifications and Experience:

• Minimum 5 years of infrastructure related IT experience
• Minimum 3 years of IT Project Lead work
• Certifications in network and server environments
• Strong understanding of network and server infrastructure, with a demonstrated ability to implement, analyse and troubleshoot
• Experience with SBS all versions
• Experienced working with Domains, GPOs and Active Directory objects
• In depth understanding of Windows server 2003/2008
• Experience with storage and backup technology
• Experience with Windows server upgrades and migrations
• Firewall and VPN experience; SonicWALL and Cisco preferred
• Knowledge of Virtualization / VMWare would be an asset
• Scripting and automation experience would be an asset

Desired Skills

• Exceptional customer service and a passion for customer satisfaction
• Excellent problem solving skills, and results-oriented attitude
• Proactive, organised and able to prioritise tasks
• Ability to quickly gain knowledge and understanding of technical and business issues
• Able to deal with clients sympathetically under pressure
• Enjoys working with end users of all technical abilities and has the ability to explain solutions in an effective manner
• Great oral and written communication skills
• Keen attention to detail

Client Relationship Manager

Responsibilities:

• Work with clients and stakeholders to understand their business needs, challenges, and the role technology can play in helping them achieve their business goals
• Use a strategic account development approach that focuses on frequent dialogue about the client’s needs and priorities
• Shape, influence, and improve the client’s agenda of IT priorities and goals
• Identify potential opportunities within existing client accounts
• Identify and explain any business risks relating to technology and make recommendations to minimize them
• Understand the clients IT budget and be conscious of it when making recommendations
• Review and understand new technologies and proactively position with clients in their terms how it relates to their business needs
• Spearhead developing strategies that help the client meet their goals and present sound business cases to help client sponsors in supporting business direction
• Be the client advocate and give voice to what needs to be done to ensure issues are resolved to client satisfaction
• Hold regular scheduled calls with client s to provide guidance and advice on forward-looking plans, as well as presenting a status on current activities and issues.
• Coordinate with Technical Account Managers to resolve escalated issues and implement projects or new technologies
• Meet with account managers regarding account status, issues, new opportunities
• Provide frequent communication relating to service delivery, change requests and issues
• Present monthly reports, review trending and proactively recommend improvements
• Create and present project charters, obtain sign-off and provide communication relating to project
• Manage customer Onboarding with client and Yardstick team
• Participate in streamlining and improving internal and external processes

Qualifications and Experience:

• Proven Account Manager with the ability to maintain and enhance customer relationships
• Technical competence (understand software, hardware, networks, etc) and strong understanding of how IT relates to business needs
• Minimum of 4-5 years in related experience for a wide range of clients
• Measurable experience in developing technology road maps and guiding clients down a mutually agreed upon path
• Project and Proposal management experience
• Business writing, proofing, and editing experience
• Detail Oriented with strong business skills
• Extremely well-organized with the ability to multi-task are essential
• Post-secondary education preferred
• Candidate must have a vehicle and valid driver’s license

Desired Skills

• Strong customer orientation and a passion for excellence and customer satisfaction
• Ability to understand the big picture as well as complex details
• Ability to establish effective, professional working relationships with clients and co-workers
• Plans and carries out responsibilities with minimal direction
• Creative and strategic thinking skills
• Strong skills in presenting and facilitating
• Outstanding listening skills
• Exceptional communication skills and ability to converse with c-level executives.
• Persuasive, clear and concise verbal and written skills
• Is approachable and inspires trust and confidence
• Demonstrates sound judgment and is tactful and empathetic
• Proven ability to resolve conflicts
• Thorough documentation skills with a keen attention to detail
• Strong team player
• Highly organized and collaborative
• Takes ownership and is committed to consistent follow-up of delegated activities
• Neat and professional appearance with superior interpersonal skills