IT Operations Analyst III (US)

TD Bank•New York, NY

23h•Onsite

About The Position

Working as a TD Technician in our NY Genius Bar, supporting TD colleagues with technology issues pertaining workstation devices (desktop/ Laptop). Provide in-person technical support to TD colleagues for workstation devices, including desktops and laptops. Perform break/fix support with a strong understanding of workstation hardware, including component diagnosis and replacement. Support and troubleshoot Microsoft Office Suite applications and Windows operating systems. Maintain working knowledge of workstation drivers, configurations, and associated support tools. Prior experience in a technology service desk or desk side support environment preferred. Strong troubleshooting and problem-solving skills with the ability to diagnose issues across hardware, software, and network components. Knowledge of enterprise tools such as Active Directory, SCCM/Intune, and remote support utilities. Experience with device imaging, provisioning, and deployment process. Understanding of basic networking concepts (e.g., VPN, Wi-Fi connectivity, IP configuration). Ability to manage and prioritize multiple support requests in a fast-paced environment. Excellent customer service and communication skills, with the ability to translate technical concepts for non-technical users. Familiarity with incident, request, and asset management. Knowledge of Service now is an asset. Experience supporting peripherals such as docking stations, monitors, printers, and mobile devices. Strong documentation skills, including maintaining accurate ticket updates and knowledge base articles. Commitment to continuous improvement and adoption of new tools, processes, and technologies. Provides day-to-day application/system support. Applications/systems and tasks are low to moderately complex and performed under management guidance and supervision. Participates in resolving client applications/system issues. May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders. Participates and contributes to change control, capacity planning and security. Performs basic problem determination.

Requirements

Undergraduate degree or Technical Certificate
2-3 years relevant experience
Strong troubleshooting and problem-solving skills with the ability to diagnose issues across hardware, software, and network components
Knowledge of enterprise tools such as Active Directory, SCCM/Intune, and remote support utilities.
Experience with device imaging, provisioning, and deployment process
Understanding of basic networking concepts (e.g., VPN, Wi-Fi connectivity, IP configuration).
Excellent customer service and communication skills
Familiarity with incident, request, and asset management.
Strong documentation skills

Nice To Haves

Prior experience in a technology service desk or desk side support environment preferred.
Knowledge of Service now is an asset
Experience supporting peripherals such as docking stations, monitors, printers, and mobile devices.
Commitment to continuous improvement and adoption of new tools, processes, and technologies.

Responsibilities

Provide in-person technical support to TD colleagues for workstation devices, including desktops and laptops.
Perform break/fix support with a strong understanding of workstation hardware, including component diagnosis and replacement.
Support and troubleshoot Microsoft Office Suite applications and Windows operating systems.
Maintain working knowledge of workstation drivers, configurations, and associated support tools.
Manage and prioritize multiple support requests in a fast-paced environment.
Translate technical concepts for non-technical users.
Maintain accurate ticket updates and knowledge base articles.
Participate in resolving client applications/system issues.
May support the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders.
Participate and contribute to change control, capacity planning and security.
Perform basic problem determination.