IT Operations Analyst IV

TD•Toronto, ON

6d•CA$69,700 - CA$98,400•Onsite

About The Position

The IT Operations Analyst IV, Premier Support acts as the primary point of contact for onsite and remote technical support, addressing a broad range of inquiries, including 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., using rotational shifts to support teams across Canada and the United States. The role also includes participation in an on-call rotation to provide after-hours technical support as required. The position emphasizes collaboration, advanced technical expertise, sound judgment, discretion, and a commitment to delivering an exceptional colleague service experience, with a strong focus on high first-visit resolution rates.

Requirements

Superior written and verbal communication skills, with the ability to communicate clearly, calmly, and professionally with executive audiences.
Flexibility to work variable schedules based on business needs.
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).
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.
CompTIA A+ certification.
Undergraduate degree or Technical Certificate
3-5 years relevant experience
Demonstrated experience supporting the following technologies: Operating systems: Windows 11 and Mac OS. Browsers: Microsoft Edge, Chrome and Safari. Collaboration tools: Microsoft Teams and Webex. Mobility: iPhone, iPad, Android, BYOD and Office for Mobile. Enterprise tools: Active Directory, Azure, SCCM, JAMF and Service Now. Infrastructure and devices: VOIP, telephony devices, networking, Wi-Fi, laptops, desktops, and mobile devices.

Nice To Haves

Experience with ticketing systems (considered an asset).

Responsibilities

Deliver white-glove, first-level technical support to TD Executives, their support staff, 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 TD Executives, their support staff, and eligible employees on hardware, software, and access request processes.
Support technology adoption and change enablement by guiding executives and their support staff through new tools, processes, and productivity enhancements.
Diagnose, troubleshoot, and repair a variety of laptops and desktops.
Exercise sound judgment when prioritizing executive-impacting incidents, ensuring timely communication, appropriate escalation, and effective follow-through to resolution.
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.
Work collaboratively with Premier Support team members, technology partners, vendors, and business stakeholders to resolve issues efficiently and deliver a seamless executive support experience.
Share knowledge, document support trends, and contribute to continuous improvement opportunities across the team.
Support cross-coverage, peer coaching, and team readiness for executive events, technology rollouts, and after-hours support requirements.
Team members receive in-depth training and shadowing and are assessed based on colleague interactions, first-contact resolution, technical proficiency, ticketing quality, and overall service delivery.