Senior IT Support Analyst

Work Location:

Hours:

Line of Business:

Pay Details:

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 candidates 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.

• 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 worlds 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 95000 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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were 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 youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 youre 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.

Were 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 youve got everything you need to succeed in your new role.

Interview Process
Well 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 youd 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):