Technical Support Analyst

TVO•Toronto, ON

4d•CA$67,927 - CA$74,659•Onsite

About The Position

The Technical Support Analyst plays a key role in supporting TVO’s digital-first initiatives by ensuring our employees have the tools and technical support needed to work efficiently and adapt to new technologies and cloud-based platforms. The successful candidate will maintain and improve end-user infrastructure across physical, virtual, on-premises, cloud, and third-party environments. You will deploy hardware and software, provide second-level technical support, and help deliver secure, sustainable, and cost-effective technology solutions.

Requirements

College Diploma in a relevant field (Computer Science, Information Technology, Computer Systems Technology, or a related discipline)
Between three and five years of IT experience in an enterprise environment
Expertise in the following:
Enterprise technical support, desktop support, and second-level troubleshooting in a client-facing environment
Windows 11, macOS, iOS and Android endpoint support, including device setup, configuration, lifecycle management and troubleshooting
Microsoft Intune, Endpoint Manager, Windows Autopilot and modern endpoint provisioning, including compliance policies, application deployment and device configuration
Apple device management using Jamf, Apple Business Manager or similar mobile device management platforms
Microsoft 365 support, including Teams, Outlook, OneDrive, SharePoint, Exchange Online and related productivity services
Microsoft Entra ID and Active Directory support, including account, group, access and basic Group Policy administration
Endpoint security and patch management tools such as Microsoft Defender, SentinelOne, WSUS and related vulnerability remediation workflows
PowerShell scripting and automation for software deployment, device configuration, reporting and routine support tasks
Network fundamentals, including Wi-Fi, VPN, DNS, DHCP and client connectivity troubleshooting
Meeting room, collaboration and audiovisual support, including Teams Rooms, conferencing equipment and Crestron-managed devices
IT service management practices, including ticket documentation, prioritization, escalation, SOPs and knowledge base maintenance
Excellent communication skills

Nice To Haves

Microsoft Certified: Endpoint Administrator Associate
Microsoft 365 Certified: Teams Support Engineer Associate
Microsoft Certified: Azure Fundamentals
Jamf Certified Associate
Apple Certified Support Professional
CompTIA A+
CompTIA Network+
HDI Desktop Support Technician
ITIL Foundation Certificate in IT Service Management

Responsibilities

Develop, maintain and deploy standardized operating system images and provisioning workflows for new and existing Windows and Mac computers.
Maintain accurate desktop, laptop, peripheral and mobile device inventory records in the asset management system; support hardware refreshes and the end-of-life process for retired equipment in accordance with established procedures.
Configure, deploy and support iOS and Android mobile devices, including wireless connectivity, enrolment, compliance settings and day-to-day troubleshooting.
Leverage tools such as InTune, MS Endpoint Manager, MS Defender, Jamf, Crestron XiO, WSUS, AD, MS Autopilot.
Support meeting rooms and audiovisual technologies, including collaboration spaces, conferencing equipment, Crestron-managed devices and related client support needs.
Monitor endpoint compliance, device health and configuration status using management platforms such as Intune, Jamf and Microsoft Defender, and take corrective action when devices fall out of compliance.
Perform on-site and remote analysis, diagnosis and resolution for complex desktop, laptop, hardware, software and peripheral issues experienced by clients.
Deploy endpoint security tools, apply security upgrades and patches, and diagnose and remediate devices affected by viruses, spyware or ransomware.
Implement and support unified communication tools, collaboration platforms, SaaS applications and VDI environments used by clients.
Diagnose and resolve client connectivity issues, including desktop network access, TVO Wi-Fi and VPN/remote access troubleshooting.
Use PowerShell and endpoint management tools to automate routine support tasks, including data transfer, software deployment, device configuration and reporting.
Document and maintain Standard Operating Procedures (SOPs), knowledge base articles and support workflows, and recommend process improvements that improve service quality and efficiency.
Ensure hardware, software, access and service issues are accurately documented, categorized, prioritized and updated in the ticketing Management System through to resolution.
Escalate unresolved incidents to appropriate internal teams or external vendors, coordinate follow-up activities, and communicate status updates to clients and stakeholders.
Fulfill standard service requests, including account setup support, device provisioning, software installation, access coordination and user onboarding or offboarding activities.
Use Microsoft Active Directory (AD) to manage hardware and users through GPO
Provide second-level support for Microsoft 365 services, including Teams, Outlook, OneDrive, SharePoint, Entra ID sign-in issues and related productivity tools.
Support cybersecurity awareness and safe computing practices by guiding clients on phishing, password hygiene, device security and appropriate use of TVO technology resources.