Technical Analyst

bird; Winnipeg; On-site; CAD 52,000 - 78,000; Full time

Job summary

Bird is seeking a Technical Analyst to provide first-line IT support for employees in Winnipeg, Manitoba. You will resolve hardware, software, and account issues, manage ServiceNow incidents, and assist with onboarding, device provisioning, and IT projects.

The role demands strong customer service, documentation, and teamwork in a fast-paced environment. Ideal candidates have 2–5 years in IT service roles, a related IT diploma, and experience with Windows, Microsoft 365, Teams, Exchange Online,

Qualifications

• 2–5 years of IT Service Desk/Desktop Support/Technical Support experience.
• Diploma/certificate or post-secondary education in IT preferred.
• Experience with Windows, Microsoft 365, Teams and Exchange Online; familiarity with ITSM tools.

Responsibilities

• Provide first-line technical support via phone, email, chat, and ServiceNow.
• Troubleshoot hardware, software, and account issues and document resolutions.
• Perform user administration tasks (password resets, unlocks, group membership).
• Support onboarding/offboarding and device provisioning.
• Deploy and support desktops, laptops, mobile devices, and peripherals.
• Create and manage ServiceNow incidents and requests with accurate details.
• Escalate complex issues to senior analysts while preserving troubleshooting data.
• Meet service levels and contribute to knowledge base improvements.
• Support IT projects, office moves, and policy adherence.

Skills

IT Service Desk

Desktop Support

Technical Support

Windows OS

Microsoft 365

Intune

Active Directory

Entra ID

ServiceNow

ITSM

Customer Service

Communication

Problem Solving

Education

IT Diploma

Tools

ServiceNow

Exchange Online

Job description

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 elevate issues as required to ensure timely resolution and a positive employee experience. This position is based in Winnipeg, Manitoba.

What You Will Be Working On

• 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.

This position is based in Winnipeg, Manitoba.

What We Are Looking For

• 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.

For Those Who Seek to Redefine

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.

What We Believe In

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