Technical Analyst
Reporting to the Team Lead, Helpdesk, the Technical Analyst is responsible for providing first-line technical support to Bird employees through phone, email, chat, and ServiceNow. This role serves as the primary point of contact for IT-related issues, delivering exceptional customer service while diagnosing, troubleshooting, and resolving common technology incidents and service requests. The Technical Analyst will support end-user computing devices, Microsoft 365 applications, user account administration, mobile devices, printers, and standard business applications. The successful candidate will follow established processes, maintain accurate documentation, and escalate issues as required to ensure timely resolution and a positive employee experience. This position is based in Winnipeg, Manitoba.
Provide first-contact technical support to employees through phone, email, chat, walk-up requests, and ServiceNow.
Troubleshoot and resolve common hardware, software, account access, printing, connectivity, mobile device, and Microsoft 365 issues.
Perform user administration activities including password resets, account unlocks, group membership updates, and provisioning activities.
Support onboarding, offboarding, and employee transfer activities in accordance with established procedures.
Deploy, configure, and support desktops, laptops, mobile devices, peripherals, and meeting room technology.
Create, update, and maintain ServiceNow incidents, requests, and tasks with accurate documentation and resolution details.
Escalate complex or unresolved issues to senior analysts or specialized support teams while ensuring complete troubleshooting information is provided.
Meet established service levels, first-contact resolution targets, and customer satisfaction objectives.
Identify recurring issues and contribute to continuous improvement initiatives, knowledge articles, and support documentation.
Assist with software deployments, hardware refresh programs, office moves, and IT projects as required.
Follow established IT policies, security standards, change management procedures, and service delivery processes.
Maintain a strong customer-focused approach while supporting a high-volume, fast-paced environment.
Collaborate effectively with team members across Digital Services to ensure consistent and efficient service delivery.
Participate in after-hours and on-call support rotations as required.
Primary work hours will be between 6:00 AM CT and 7:00 PM CT.
2-5 years of experience in an IT Service Desk, Desktop Support, or Technical Support role.
Diploma, certificate, or post-secondary education in Information Technology, Computer Systems, or a related discipline is preferred.
Experience supporting Windows operating systems, Microsoft 365 applications, Teams, Exchange Online, and standard business software.
Familiarity with endpoint management solutions such as Intune, Active Directory, Entra ID, or similar technologies is an asset.
Experience using ITSM platforms such as ServiceNow or equivalent ticketing systems.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent customer service and communication skills with a demonstrated ability to support users at all organizational levels.
Strong organizational skills with the ability to prioritize workload and manage multiple tasks concurrently.
Ability to follow documented procedures while exercising sound judgment when resolving issues.
Strong attention to detail and commitment to maintaining accurate documentation.
Ability to work independently as well as collaboratively within a team environment.
IT certifications such as CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or equivalent are considered assets.
Ability to remain calm and professional while working in a dynamic, fast-paced environment.
The greatest achievements in history are borne from the greatness within people – where human potential meets vision, and passion fuels evolution. Unlocking this potential is the most important thing we do at Bird.
As a leader in Canadian construction for over 100 years, the impact of our team is etched deeply within the core of our legacy. Beyond Bird, this impact is felt in the fundamental aspects of our everyday lives. From the critical infrastructure we depend on, to the energy and resources that keep us moving - we are powering our communities and shaping Canada’s skylines coast-to-coast-to-coast. Entrenched in the foundation of a culture built more than a century ago is an enduring quest to reimagine what is possible. Our impact is greater than ever, and we are looking for those who seek to redefine their story.
A healthy and safe work environment is non-negotiable. We build a culture of operational and psychological safety through engagement, learning and leadership.
We speak and act with integrity, clarity and care so people can trust our word and our work. Being honest means we can deliver the best outcomes and consistent results.
Success is a team effort. Our inclusive workplace enables our combined expertise, humility and creativity to unlock our greater potential.
We built our name on quality. We have a passion for excellence in our work and relationships that honours our businesses and our industry.
Rooted in a solid foundation, we adapt and grow to face the future. We are committed to elevating each other to chart the best path forward in an evolving world.
At Bird, we value Diversity, Equity, and Inclusion (DE&I) and believe it is essential to our success. We will continue to listen, learn, and take action in our commitment to building progress in our organization, and the industry as a whole. Cultivating an environment where all employees feel included, seen, and have a sense of belonging is core to Bird’s culture. We commit to proactively employing a workforce that reflects the communities in which we work, fostering an environment of continuous learning, and never compromising on our values.
