Executive Technology Support Specialist / IT Operations Analyst IV (US)

TD Bank•New York, NY

1d•Onsite

About The Position

This role serves as the primary point of contact for executive-level technical support, providing white-glove service to TD Bank Executives, their support staff, and designated employees across the U.S. The position is fully onsite Monday through Friday and requires strong technical troubleshooting skills, sound judgment, discretion, and a commitment to delivering an exceptional support experience with a focus on first-contact resolution. Key responsibilities include providing hardware, software, mobile device, e-Messaging, and application support; diagnosing and resolving technical issues; supporting executive meetings and events both onsite and remotely; assisting with technology adoption and change initiatives; and ensuring compliance with TD policies, standards, and recovery procedures. The role also partners closely with technology teams, vendors, and business stakeholders to deliver seamless executive support while identifying opportunities to improve processes and service delivery. The position includes a physical component and requires frequent domestic travel throughout the U.S. Team members should be comfortable with extended periods of standing and walking, lifting and transporting technology equipment (typically under 25 lbs. with occasional lifting over 25 lbs.), as well as occasional kneeling, crawling, and reaching overhead when setting up, supporting, or troubleshooting technology solutions for executive offices, meetings, and events. Depth & Scope: Performs work on all aspects of the application/system support Provides effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; performs controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction Acts as a reference for team members or clients Applications/systems are moderate to highly complex and performed under minimal management supervision Ensures timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicates project status and provides timely escalation of issues to ensure project objectives are met Actively involved in resolving client applications issues Supports the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders. Develops, installs and monitors scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment Performs problem determination including data gathering and analysis Ensures post incident/secondary documentation is accurate and complete

Requirements

Associates degree (with Technical Certification) or work experience equivalent to Bachelor's degree
3+ years' experience
Superior written and verbal communication skills, with the ability to communicate clearly, calmly, and professionally with executive audiences.
Advanced computing, troubleshooting, and navigation abilities across enterprise technology environments.
Outstanding customer service orientation with a focus on professionalism, urgency, discretion, and colleague experience.
Strong team collaboration skills.
Proficiency in Microsoft 365 applications (Outlook, Word, Excel, OneNote, PowerPoint, Teams, etc).
Proficient in Microsoft Copilot and other AI-powered productivity tools, with the ability to leverage generative AI to improve efficiency, communication, and decision-making.
Ability to train TD Executives and their support staff on new technologies, while translating complex technical issues into clear, concise, and business-friendly language.
Demonstrated professionalism, confidentiality, and sound judgment when handling confidential or sensitive information.
Ability to manage competing priorities while maintaining a strong focus on colleague experience and timely resolution.
Demonstrated ability to provide professional, discreet, and high-touch technical support in an executive-facing environment.

Nice To Haves

A+, Microsoft, Cisco, TQM, ITIL Certification preferred
Flexibility to work variable schedules based on business needs.
Experience with ticketing systems (considered an asset).

Responsibilities

Providing hardware, software, mobile device, e-Messaging, and application support
Diagnosing and resolving technical issues
Supporting executive meetings and events both onsite and remotely
Assisting with technology adoption and change initiatives
Ensuring compliance with TD policies, standards, and recovery procedures
Partnering closely with technology teams, vendors, and business stakeholders to deliver seamless executive support
Identifying opportunities to improve processes and service delivery
Performing work on all aspects of the application/system support
Providing effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues
Performing controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
Acting as a reference for team members or clients
Ensuring timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution
Communicating project status and providing timely escalation of issues to ensure project objectives are met
Actively involved in resolving client applications issues
Supporting the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders
Developing, installing and monitoring scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
Performing problem determination including data gathering and analysis
Ensuring post incident/secondary documentation is accurate and complete