Technical Analyst

Technical Analyst

Where Greatness Grows

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. 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.

We are a dynamic team of over 6,000+ with a range of professions, backgrounds, and areas of expertise. This breadth of diversity in people and opportunities is one of greatest aspects of building your career with Bird. Every trajectory looks different. At Bird, you hold the pen, and you write your story. As you unlock your potential, you are surrounded by a team that supports you every step of the way.

Be a part of our team, where we pride ourselves on the quality of our work and the way we treat each other and our partners. You will build a career and long-lasting relationships based on respect, collaboration, and a solution-focused mindset. Bird is a place where you will unlock your potential and achieve your goals.

Reporting to the Manager, Service Delivery & Procurement, the Technical Analyst will be responsible for level one support for our internal clients via email, ServiceNow tickets, online chat, and phones. This role will conduct technical troubleshooting to resolve IT Incidents.

This position is based in Winnipeg, MB office.

What You Will Be Working On

• Provide first‑contact support for end users via phone, ServiceNow tickets, chat, and email using documented procedures and knowledge articles.

• Resolve common, repeatable incidents such as password resets, account unlocks, and routine software issues.

• Accurately document ticket updates, resolution steps, and outcomes to ensure auditability and effective handoff where required.

• Escalate unresolved or non‑standard issues to Tier2 support after completing all documented troubleshooting steps.

• Meet established SLAs, first‑contact resolution targets, and customer satisfaction expectations.

• Follow all documented service desk policies, and escalation procedures.

• Contribute to maintaining existing knowledge base articles by suggesting updates based on repeatable issues.

• Work collaboratively within a large service desk team, supporting peers during high‑volume periods andcoveringwindows.

• Primary work hours will be between 6:00 AM CT and7:00 PM CT.
  

What We Are Looking For

• Over 5 years of IT Service Desk or customer support experience, or equivalent technical support background.

• Strong customer service mindset with the ability to follow documented procedures accurately and consistently.

• Ability to prioritize and execute multiple routine tasks in a structured, SLA‑driven environment.

• Clear written and verbal communication skills for effective end‑user interaction and ticket documentation.

• Comfort working with standard support tools (e.g., ticketing systems, knowledge bases, endpoint hardware).

• IT certifications or post‑secondary education in technology are considered assets.

• Capable of handling pressure and challenges in a dynamic business environment

• Strong analytical, critical thinking, troubleshooting, and problem-solving skills, as well as high accuracy and attention to detail

• Highly developed interpersonal, communication, and organizational skills

• Ability to work collaboratively with a positive attitude

We Put Safety First

A healthy and safe work environment is non-negotiable. We build a culture of operational and psychological safety through engagement, learning and leadership.

We Lead With Honesty

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.

We Are Stronger Together

Success is a team effort. Our inclusive workplace enables our combined expertise, humility and creativity to unlock our greater potential.

We Are Driven To Do Great Work

We built our name on quality. We have a passion for excellence in our work and relationships that honours our businesses and our industry.

We Create Opportunity

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.

Bird is committed to diversity, equity, and inclusion (DE&I). This is a core part of our culture and guides our actions and strategic priorities. We strive to create an inclusive environment where every employee can thrive and share their unique perspectives and talents. Our ongoing commitments focus on addressing inequities and promoting a better understanding of diversity to build an inclusive and fair culture. We recognize that diverse teams are more knowledgeable, perform better, and achieve greater success. As such, we are dedicated to building a workforce that reflects the diversity of the communities we serve and creating opportunities for all employees to grow and succeed.