Technical Support Analyst

Job Details

Description

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

TVO Media Education Group () is a social impact organization devoted to inspiring learning that changes lives and enriches communities. We are an internationally recognized digital learning organization that strives to engage, inform and educate Ontarians of all ages.

A Culture of Inclusion and Belonging

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.

Who We Are

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 Opportunity

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.

How you will make an impact

• 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 PowerShell 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, OneDrive, SharePoint, Entra ID sign-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.

What you will bring to TVO

• 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 troubleshooting
• Microsoft Intune, Endpoint Manager, Windows Autopilot and modern endpoint provisioning, including compliance policies, application deployment and device configuration
• Apple device management using Jamf, Apple Business Manager or similar mobile device management platforms
• Microsoft 365 support, including Teams, Outlook, OneDrive, SharePoint, Exchange Online and related productivity services
• Microsoft Entra ID and Active Directory support, including account, group, access and basic Group Policy administration
• Endpoint security and patch management tools such as Microsoft Defender, SentinelOne, WSUS and related vulnerability remediation workflows
• PowerShell scripting and automation for software deployment, device configuration, reporting and routine support tasks
• Network fundamentals, including Wi-Fi, VPN, DNS, DHCP and client connectivity troubleshooting
• Meeting room, collaboration and audiovisual support, including Teams Rooms, conferencing equipment and Crestron-managed devices
• IT service management practices, including ticket documentation, prioritization, escalation, SOPs and knowledge base maintenance
• Excellent communication skills
• Preferred Certifications:
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Teams Support Engineer Associate
• Microsoft Certified: Azure Fundamentals
• Jamf Certified Associate
• Apple Certified Support Professional
• CompTIA A+
• CompTIA Network+
• HDI Desktop Support Technician
• ITIL Foundation Certificate in IT Service Management

TVO & YOU

We are a learning organization. Learning is at the core of everything we do. As part of this commitment, TVO invests in the learning goals of our employees and everyone at TVO commits to developing our own knowledge as well as elevating each other’s through peer-to-peer learning, workshops and lunch and learns. All employees have the option to join the Public Service Pension Plan right on day one and we offer an array of services through our Employee and Family Assistance Plan.

We would be thrilled to have you join us. We’re a tight-knit community – whether you’re a recent graduate or further along in your career, you will get to meet, work with, and be supported by talented and diverse colleagues at all levels. Maybe you’ll even get to meet Polkaroo!

Come build with us.

Find and follow us on: LinkedIn, and X (@TVO).

To learn more about us and our culture, please visit us at https://tvo.me/work-with-us/ .

We invite you to submit your application by July 20, 2026 at 4 pm. Not sure you have everything we’re asking for, but know you can make a big impact? We encourage you to apply for consideration.

Please Note:

The posted salary range reflects the target hiring range for the position. Final compensation will be determined based on a number of factors including qualifications, relevant experience, and internal equity.

TVO does not use artificial intelligence (AI) or automated decision‑making tools to screen, assess, or select candidates. All applications are reviewed by the hiring team.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process (e.g., including alternate formats of materials, accessible meeting rooms). If you are seeking accommodations during the application or interview process, please advise us as soon as possible so that appropriate arrangements can be made by sending your request to accommodations@tvo.org.