Technical Support Analyst

Position Title: Technical Support Analyst

Employment Type: Full-time Permanent | Union

Salary range: $67,927.46 - $74,659.01

Division: Digital and Innovation

Reports To: Manager, Infrastructure Services

Location: Toronto, Yonge & Eglinton (On-site)

Reason for Vacancy: Existing Vacancy

We welcome the unique contribution that you will bring to TVO. We have a diverse workforce and are committed to building a culture within the workplace that brings out the best in everyone. As part of our strategic vision, we have adopted five core values; we embrace change, we value bold thinking, we thrive with diverse voices, we are better together, and we honour our commitments.

These values anchor how we work and lay the foundation for a workplace that celebrates differences, encourages self-expression and empowers learning, which we know is a key component to our success.

TVO is an agency of the Ontario Ministry of Education. Through our brands, TVO Kids, TVO Today, TVO ILC and TVO Learn, we provide multi-platform educational programming; ground‑breaking original documentaries; in-depth public affairs content; the largest online secondary school in Ontario; and award‑winning digital‑learning resources that support Ontario’s curriculum.

TVO is a registered charity funded primarily by the Province of Ontario and supported by thousands of sponsors and donors.

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.

• 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 Power Shell 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,…