JOB DESCRIPTION:

The IT Operation Analyst III provides a broad range of operational service / support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.
A single point of contact for onsite technical support and general queries (including hardware, software, e-Messaging, mobile devices, education on TD technology processes) to TD Bank Group employees in all lines of business.
This business operates 100% onsite Mon-Fri covering 7:30am-6:00pm (on rotational shifts) in a team-oriented environment of around 30 front line support representatives across multiple locations in Canada and US. Working in collaboration with support teams, the business relies on The Breakroom employee’s vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first visit resolution rates.

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

• Provide onsite support to TD employees and contractors for technical issues involving (but not limited to); applications and software as well as TD provided devices and hardware.
• Ensure a high level of service delivery in accordance with TD Framework and policies.
• Educate end users on hardware, software and access request processes.
• Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
• Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
• Identify trends and opportunities for improvement as well as provide ongoing feedback.
• Identify and escalate wide-impact or potential wide-impacting issues/outages.

EDUCATION & EXPERIENCE:

• Undergraduate degree or Technical Certificate
• 2-3 years relevant experience

PREFERRED QUALIFICATIONS:

A technical support background or related education including experience with some or all of the following: Windows 10, 11, Edge/Chrome/Firefox/Safari, MAC, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPhone/iPad, and Android devices.

PHYSICAL REQUIREMENTS:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Frequent
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Occasional
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Occasional
• Crawling – Occasional
• Climbing – Never
• Reaching overhead – Occasional
• Reaching forward – Occasional
• Pushing – Occasional
• Pulling – Occasional
• Twisting –Occasional
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. 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 deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

• Provide onsite support to TD employees and contractors for technical issues involving (but not limited to); applications and software as well as TD provided devices and hardware.
• Ensure a high level of service delivery in accordance with TD Framework and policies.
• Educate end users on hardware, software and access request processes.
• Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
• Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
• Identify trends and opportunities for improvement as well as provide ongoing feedback.
• Identify and escalate wide-impact or potential wide-impacting issues/outages