Senior IT Support Analyst

Job description

Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: Technology Solutions Pay Details: $81,600 - $115,200 CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role. Job Description: We are seeking a Senior IT Support Analyst to provide high-touch, time-sensitive technical support to TD Securities Global Markets, Trading, Sales, Research, and front-office clients in Toronto. Reporting to the Manager of IT Operations, this role replaces an existing Trade Floor support position and is responsible for daily desk-side, telephone, and remote support across the trading environment. The technician will troubleshoot and resolve endpoint, market data, trading application, voice, mobility, printing, connectivity, and access issues; prepare and deploy devices; complete technology requests; and coordinate rapid restoration with internal technology teams and vendors. The environment includes Windows 11, Microsoft 365, Dell and Lenovo workstations and laptops, multi-monitor trading desks, Bloomberg peripherals, network printers, corporate mobile devices, BYOD, virtual desktops, remote-access technologies, trading turrets, and market-information displays. KEY ACCOUNTABILITIES Provide proactive, high-touch desk-side and remote support to traders, sales professionals, executives, research teams, and investment-banking users, prioritizing issues that may affect trading activity, client service, regulatory obligations, or business continuity. Monitor and triage requests received through ServiceNow, the Trade Floor support mailbox, telephone support line, Teams, and direct walk-ups; maintain accurate ticket notes, ownership, priority, client communications, and closure details. Diagnose Windows, hardware, software, network, authentication, performance, printing, audio, video, and peripheral issues using structured troubleshooting and root-cause analysis. Support trading workstations, laptops, docks, Bloomberg keyboards, multi-monitor configurations, webcams, headsets, trading turrets, desk phones, televisions, market-information displays, network printers, and other specialized front-office equipment. Provide first-line support for Bloomberg, Microsoft 365, web-based and locally installed trading applications, market-data tools, collaboration applications, browser-based platforms, and approved front-office utilities. Build, image, configure, deploy, refresh, upgrade, and decommission Windows 11 desktops and laptops; complete BIOS, firmware, driver, Microsoft 365, security, and application updates and validate business readiness before handoff. Complete workstation moves, adds, and changes, including pre-market setup, cabling, network connectivity, monitor layouts, peripheral reconnection, post-move testing, and asset-record updates. Support user onboarding, transfers, departures, access requests, Active Directory groups, account lockouts, Windows Hello for Business, BitLocker, multifactor authentication, application entitlements, and approval workflows. Troubleshoot wired and wireless connectivity, VPN, Citrix and virtual desktop sessions, Remote Access Points, remote desktop, home-office connectivity, and related authentication issues. Support corporate mobile phones and approved BYOD devices, including enrolment, Intune compliance, Outlook, Teams, BlackBerry Work, contact synchronization, authentication, and device replacement or activation. Coordinate incidents and service restoration with Desktop Engineering, Network, Voice, Market Data, Information Security, Application Support, Identity and Access Management, Premises, vendors, and other resolver teams; remain accountable until resolution. Respond to major incidents, outages, and Trade Floor events; collect diagnostics, communicate status, identify workarounds, support war rooms, and verify stability after recovery. Maintain accurate assets, inventory, deployment, refresh, software, and ticket records; manage spare equipment and follow secure return, disposal, and chain-of-custody procedures. Perform daily floor walks and proactive health checks of critical workstations, turrets, displays, printers, and shared technology before and during market hours. Create or update knowledge articles, checklists, build notes, support procedures, and known-error documentation; share recurring issues and improvement opportunities with the team. Participate in early and late shift coverage between 6:30 a.m. and 6:00 p.m. Eastern Time, rotating on-call support, business-continuity testing, and occasional evening or weekend change activity. EXPERIENCE & EDUCATION Three to five years of enterprise desktop support experience, preferably supporting a Trade Floor, capital markets, financial services, or other business-critical environment. Demonstrated ability to troubleshoot independently under pressure, manage competing priorities, communicate clearly with senior and time-sensitive clients, and maintain ownership through resolution. Strong understanding of incident, request, change, problem, knowledge, asset, and configuration-management practices; ITIL Foundation knowledge is preferred. Working knowledge of endpoint security, least privilege, data protection, acceptable-use requirements, phishing awareness, and secure handling of devices and client information. Strong documentation, customer service, teamwork, time management, and escalation skills. Ability to work onsite, provide flexible shift coverage between 6:30 a.m. and 5:30 p.m. Eastern Time, participate in rotating after-hours support, and perform occasional evening or weekend work. Ability to safely move, install, connect, and test desktop equipment, monitors, printers, and related peripherals. Technical Skills and Applications Operating systems and endpoints: Windows 11 Enterprise, Windows profiles, registry, Event Viewer, Device Manager, services, Task Manager, Group Policy, PowerShell and command-line diagnostics, BIOS or UEFI, firmware, drivers, BitLocker, Windows Hello for Business, and Dell Command Update. Productivity and collaboration: Microsoft 365 Apps, Outlook, Excel, Word, PowerPoint, OneNote, Teams, OneDrive, SharePoint, Edge, Chrome, Adobe Acrobat, Microsoft Copilot, email profiles, shared mailboxes, add-ins, macros, file synchronization, and Office repair or reinstall procedures. ·rade Floor and market data technology: Bloomberg Terminal, Bloomberg keyboards and related peripherals, trading turrets, market-data displays, locally installed and browser-based trading applications, multi-screen trading desktops, and awareness of latency-sensitive front-office workflows. Experience with other approved market data or trading platforms is an asset. Device management and deployment: Microsoft Configuration Manager or SCCM, software distribution, operating-system deployment and task sequences, imaging, application packaging, patching, Intune, endpoint compliance, Azure or Entra concepts, Active Directory, group membership, and asset-management processes. Remote access and virtualization: Citrix, virtual desktop infrastructure, VPN, Remote Desktop, Remote Access Points, remote-support tools, session troubleshooting, profile issues, and home-office connectivity. 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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more Additional Information: We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements. Colleague Development If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best. Training & Onboarding We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role. Interview Process We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call. Accommodation Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. We look forward to hearing from you! Language Requirement (Quebec only): Sans Objet