IT Operations Analyst IV

IT Operations Analyst IV – Premier Support

The IT Operations Analyst IV – Premier Support acts as the primary point of contact for both onsite and remote technical support, addressing a broad range of inquiries—including, but not limited to, hardware, software, e-Messaging, mobile devices, and TD technology processes—for TD Bank Executives and their support staff. This position is based exclusively onsite, Monday through Friday, from 7:30 a.m. to 6:00 p.m., utilizing rotational shifts to support teams across Canada and the United States. In addition, the role includes participation in an on-call rotation to provide after-hours technical support as required. The position emphasizes collaboration, advanced technical expertise, and a commitment to delivering an exceptional colleague service experience, with a strong focus on achieving high first-visit resolution rates.

Job Description / Accountabilities:

The primary accountability of this position is to provide white-glove first level technical support.

Key Responsibilities:

• Deliver white-glove, first-level technical support to TD Executives and eligible employees, resolving issues related to applications, software, TD-provided devices, and hardware.
• Provide technical support for onsite and offsite events and meetings, including requirements gathering and solution implementation.
• Travel within Canada and the United States to support executive meetings and events as required.
• Ensure service delivery aligns with TD Framework and organizational policies.
• Educate end users on hardware, software, and access request processes.
• Diagnose, troubleshoot, and repair a variety of laptops and desktops.
• Prioritize and resolve incidents promptly, monitor client satisfaction, and escalate wide-impact issues or outages as necessary.
• Adhere to standards, policies, and procedures to ensure compliance with Disaster Recovery and Business Recovery Plans.
• Maintain awareness of industry trends and best practices.
• Participate in testing activities, monitor results, and collaborate on problem resolution.
• Identify opportunities for process improvement and provide ongoing feedback to enhance operational efficiency.

Experience & Education:

• Undergraduate degree or Technical Certificate
• 3-5 years relevant experience
• Superior written and verbal communication skills.
• Flexibility to work variable schedules based on business needs.
• Advanced computing and navigation abilities.
• Outstanding customer service orientation.
• Experience with ticketing systems (considered an asset).
• Strong team collaboration skills.
• Proficiency in Microsoft 365 applications (Outlook, Word, Excel, OneNote, PowerPoint).
• CompTIA A+ certification.
• Technical/Troubleshooting ability:
• Demonstrated experience supporting: Windows 10/11, Mac OS, major browsers (Edge, Chrome, Firefox, Safari), VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, MS Teams, Webex, SCCM, telephony devices, networking, Wi-Fi, iPhone/iPad, and Android devices.

Flexible work hours:

We have a few different defined shifts that we rotate. Each shift comes with 2 x 15 min break and a 1-hour lunch. Shifts would be subject to change to meet business needs.