Technical Analyst

Bird Construction•Winnipeg, MB

1d•Onsite

About The Position

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.

Requirements

2-5 years of experience in an IT Service Desk, Desktop Support, or Technical Support role.
Experience supporting Windows operating systems, Microsoft 365 applications, Teams, Exchange Online, and standard business software.
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.
Ability to remain calm and professional while working in a dynamic, fast-paced environment.

Nice To Haves

Diploma, certificate, or post-secondary education in Information Technology, Computer Systems, or a related discipline is preferred.
Familiarity with endpoint management solutions such as Intune, Active Directory, Entra ID, or similar technologies is an asset.
IT certifications such as CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or equivalent are considered assets.

Responsibilities

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.