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

Reason for Vacancy: Existing Vacancy

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, coordinate follow-up activities, and communicate status updates to clients and stakeholders.
• Fulfill standard service requests, including account setup support, device provisioning, software installation, access coordination and user onboarding or offboarding activities.
• Use Microsoft Active Directory (AD) to manage hardware and users through GPO
• Provide second-level support for Microsoft 365 services, including Teams, Outlook, One Drive, SharePoint, Entra
  -in issues and related productivity tools.
• Support cybersecurity awareness and safe computing practices by guiding clients on phishing, password hygiene, device security and appropriate use of TVO technology resources.

• College Diploma in a relevant field (Computer Science, Information Technology, Computer Systems Technology, or a related discipline)
• Between three and five years of IT experience in an enterprise environment
• Expertise in the following:
• Enterprise technical support, desktop support, and second-level troubleshooting in a client‑facing environment
• Windows 11, macOS, iOS and Android endpoint support, including device setup, configuration, lifecycle management and…