IT Operations Analyst IV

TD; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading financial institution in Canada is seeking an IT Operations Analyst IV to provide exceptional onsite technical support to executives. The role involves diagnosing and resolving hardware and software issues, managing user education, and ensuring compliance with organizational policies. Candidates should have 3-5 years of relevant experience and a degree or technical certificate. This position offers a collaborative work environment and opportunities for professional development.

Benefits

Health benefits

Paid time off

Career development programs

Qualifications

• 3-5 years of relevant experience in IT support.
• CompTIA A+ certification is a plus.
• Experience with Windows 10/11 and Mac OS.

Responsibilities

• Provide first-level technical support to TD Executives.
• Educate end users on hardware and software processes.
• Diagnose and repair desktops and laptops.

Skills

Technical support

Customer service orientation

Communication skills

Team collaboration

Advanced computing abilities

Education

Undergraduate degree or Technical Certificate

Tools

Microsoft 365 applications

Ticketing systems

Job description

Job Description

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 onsite, Monday through Friday, from 7:30 a.m. to 6:00 p.m., with rotational shifts to support teams across Canada and the United States. 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.

Team Collaboration

• 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.
• Team members receive in-depth training and shadowing and are measured by in-person evaluation, colleague interaction, first contact resolution, support proficiency and ticketing quality.

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 and demonstrated experience supporting Windows 10/11, Mac OS, major browsers, 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 breaks and a 1-hour lunch. Shifts may change to meet business needs.

Who We Are

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is committed to being a leader in customer experience and believes that all colleagues are customer facing. We support regular leadership and development conversations, mentorship and training programs to help colleagues achieve their goals. TD continues to grow, and so will you.

Our Total Rewards Package

Our Total Rewards package reflects investments in colleagues to support financial, physical, and mental well-being goals. Total Rewards includes base salary, variable compensation, and plans such as health benefits, savings and retirement, paid time off, banking benefits and discounts, career development, and recognition programs.

Additional Information

We are delighted you are considering a career with TD. Through development conversations, training programs, and a competitive benefits plan, we are committed to supporting colleagues to thrive at work and at home.

Please note this job opportunity is subject to provincial regulation for employment purposes. Each province or territory may have its own regulations.

Colleague Development

Regular career, development, and performance conversations with your manager, access to an online learning platform and mentoring programs help you unlock future opportunities. TD offers multiple career paths and supports goal achievement.

Training & Onboarding

We provide training and onboarding sessions to ensure you have what you need to succeed in your new role.

Interview Process

We will contact candidates of interest to schedule an interview and aim to communicate outcomes by email or phone.

Accommodation

Your accessibility is important. Please let us know if you require accommodations (e.g., accessible meeting rooms, captioning for virtual interviews) to participate in the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only)

Sans Objet