Technical Analyst II, FieldReporting to the Manager, Technical Operations, the Technical Analyst II, Field will be responsible for level two support for our internal clients via email, ServiceNow tickets, online chat and phones. This role will conduct technical troubleshooting to resolve Incidents. Fulfillment of Service Requests in a timely manner for our internal team members is also in the scope for this role. This role will be based in Vancouver, BC.
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.
Regular site visits involving in person support, infrastructure documentation and building relationships with key stakeholders at each site.
Fulfil service requests such as granting network drive access, administration of distribution lists, creation/modification/disabling accounts, fulfilling software requests, etc.
Install, and troubleshoot end user printers.
Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
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 fall between 6:00 AM CT and 6:00 PM CT. There is a also rotating after hour on-call support in this role.
5+ years experience working in Information Technology, preferably on a Service Desk/Helpdesk.
Self-starter, able to work with minimal supervision after the initial induction.
Experience working in a diverse, multi-branch environment including field sites in remote locations.
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.).
Degree or Diploma from a computer technology program 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, problem-solving skills, and a high degree of accuracy and attention to detail.
Highly developed interpersonal, communication, and organizational skills.
Ability to work collaboratively with a positive attitude.
As per Section 2 of the BC Pay Transparency Act, this position is eligible for a compensation range of $60,000 - $85,000.
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.
Bird is a Canadian construction and maintenance company providing a comprehensive scope offering and a diversified portfolio of services to industrial, infrastructure and buildings markets, including new construction and retrofits; industrial maintenance, repair and operations (MRO) services, shutdowns and turnarounds; civil infrastructure construction; mine support services; telecommunications and instrumentation, electrical and mechanical contracting; fabrication; steel modular construction; and specialty trades.
For over 100 years, Bird has been a people-focused company with an unwavering commitment to safety and a high level of service that provides long-term value for all stakeholders. Bird draws upon the extensive experience of over 6,000 employees to deliver exceptional operational performance and collaborative execution across all project sizes and delivery models, servicing all of Canada's major geographic markets.
