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 5,000 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 Supervisor, Technical Operations, 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. Fulfilling IT Service Requests promptly for our internal team members is also part of the scope of this role.
The position is based in our Richmond, BC or Victoria, BC office.
What You Will Be Working On
Perform basic and moderately complex level one and level two troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to desktops, laptops, mobile devices, desk phones, and printers.
Fulfill service requests such as granting network drive access, administering distribution lists, creating/modifying/disabling accounts, and fulfilling software requests.
Install and troubleshoot end-user printers.
Meet established customer service satisfaction levels and other operational/customer service metrics as established guidelines outline.
Understand and follow all documented service operations policies and procedures.
Document processes, procedures, and Knowledge Base articles.
Work in a large team environment, supporting and assisting peers.
Direct unresolved issues to the next level of support personnel.
Identify and suggest possible improvements to procedures.
Participate in the evaluation/implementation of ITIL best-practice operational processes.
Maintain an inventory of installed hardware and software.
Primary work hours will be between 6:00 AM PST and 6:00 PM PST.
What We Are Looking For
5+ years' experience working in Information Technology, preferably on a Service Desk/Helpdesk
Self-starter, able to work with minimal supervision after the initial introduction
Strong problem-solving and decision-making skills that promote collaboration, consensus, and innovation
Outstanding interpersonal skills with the ability to work effectively with diverse groups of people
Proven commitment to customer service and ITIL best-practice operational processes
Service Management focused on exceptional customer service and organization skills
IT designation preferred (CIPS, ITIL A+, CompTIA, MCSA, etc.)
A degree or Diploma from a computer technology program is an asset
Ability to forge, grow and maintain positive relationships with multiple groups
Detail-oriented, self-motivated, and resourceful, with strong time management skills
Ability to remain objective and maintain a factual perspective when dealing with questions and inquiries
Sense of urgency and ability to manage multiple priorities simultaneously and meet the time demands of unpredictable activities
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 celebrates diversity and are proud to be an equal opportunity employer. We are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability or veteran status.
