Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$65,600 - $98,400 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:

Role Purpose

Provide end‑to‑end technical support for enterprise technology and specialized assistance for colleagues who use assistive technologies and ergonomic solutions. Ensure these solutions are properly installed, configured, tested, documented, and supported so colleagues with disabilities can fully and effectively perform their roles.

Key Accountabilities

Customer

• Provide specialized build/support (research, installation, configuration, provisioning, administration) for systems and applications, meeting service levels and minimizing operational risk.
• Install, configure, license, and maintain assistive technology (AT) software and devices (e.g., JAWS, ZoomText/Fusion, NVDA, Dragon NaturallySpeaking; screen magnifiers; alternative/ergonomic keyboards/pointing devices; speech-to-text; switch access).
• Diagnose and resolve AT/application compatibility issues; develop lightweight scripts, macros, and custom settings (e.g., JAWS scripting, Dragon custom commands) to streamline workflows and reduce repetitive tasks.
• Author accessible, role‑specific how‑to guides and job aids (accessible Word/PDF), ensuring colleagues can complete required tasks with their AT.
• Partner with stakeholders to plan packaging and release of new applications; validate AT‑critical workflows during OS/browser/app changes to prevent regressions.
• Maintain accurate case notes and technical documentation; communicate status, options, and escalations promptly to meet project objectives.
• Interact with clients (end‑users, people managers, vendor managers) to deliver clear, empathetic, high‑quality service aligned to business objectives.
• Participate in initiatives to evolve base infrastructure, deploy new technologies, and optimize the operational environment for AT reliability and performance.
• Schedule changes in accordance with approved change management procedures; ensure proper testing, stakeholder sign‑off, monitoring, and minimal business impact.

Shareholder

• Monitor system lifecycles and confirm functionality supports business objectives and architecture decisions; redevelop or adjust as required to maintain AT compatibility.
• Track environment performance using meaningful metrics; identify optimization opportunities to improve AT reliability and resource utilization.
• Apply effective change management discipline; adhere to technology delivery practices/standards and risk/capacity guidelines.
• Support secure computing facilities and technical architecture in line with Disaster Recovery and Business Recovery plans, including AT considerations.
• Contribute to accessibility compliance efforts (WCAG 2.2+, AODA, Accessible Canada Act, TD internal accessibility requirements), including evidence capture and rating upkeep.
• Maintain AT and accessibility KPIs (e.g., time‑to‑accommodation, AT incident MTTR, % critical workflows verified post‑release).
• Perform/assist with testing per plans (keyboard-only, screen reader checks, accessible documents); report results and collaborate on remediation.

Employee / Team

• Work effectively as part of a team; jump in to resolve critical service issues and share context promptly.
• Prioritize and manage workload to deliver quality outcomes on time; maintain clear, accessible documentation.
• Promote a positive environment of service, quality, innovation, and teamwork; communicate issues and insights in plain language.
• Lead or contribute to knowledge transfer (micro‑trainings for service desk/field techs, internal KB articles, AT tips and playbooks).
• Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency for AT users and support teams.

Breadth & Depth

• Install, configure, upgrade, and administer business applications/systems of moderate to high complexity in coordination with stakeholders, accounting for AT needs.
• Operate under minimal supervision; act as a reference for team members and clients on AT topics and accessible configuration patterns.
• Develop scripts and macros using appropriate tools to close AT/app gaps, simplify workflows, and enhance task efficiency.
• Perform rigorous problem determination, including reproducible AT test cases (AT + app + version + settings), workarounds, and escalation of systemic defects.
• Generally reports to a Manager or Senior Manager.

Experience & Education

• Undergraduate degree or Technical Certificate.
• 3–5 years of relevant technology support experience.
• Hands‑on installation/configuration/troubleshooting experience with assistive technologies (JAWS, ZoomText/Fusion, NVDA, Dragon, etc.) and ergonomic devices.
• Familiarity with accessibility standards and policies (WCAG 2.2+, AODA, Accessible Canada Act; interpreting VPAT/ACR).
• Knowledge of scripting/automation skills for task efficiency (e.g., JAWS scripts, Dragon macros); comfort collaborating with vendors on accessibility.
• Excellent written and verbal communication; empathetic, user‑centered support mindset.

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

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