Operations Support Analyst 1

City of Toronto; Toronto; On-site; Full time

Job summary

The City of Toronto is seeking an Operations Support Analyst 1 for a full-time, temporary position within the Technology Services Division. This role involves operational support, monitoring enterprise systems, and providing user account administration in a diverse IT environment. Candidates should possess relevant educational qualifications, strong analytical skills, and the ability to support various IT tools and systems. Commitment to customer service and teamwork is essential.

Qualifications

• Experience with Microsoft operating systems (servers and clients).
• Experience in a diverse computing and customer support environment.
• Working knowledge of application security and user rights.

Responsibilities

• Provide operational support for software, hardware, and networks.
• Monitor and diagnose systems to ensure optimal performance.
• Administer enterprise-wide user accounts and security procedures.

Skills

Problem-Solving

Interpersonal Skills

Customer Service

Technical Support

Analytical Skills

Communication Skills

Organizational Skills

Education

Post-secondary education in a computer-related field

Tools

Microsoft EntraID

Microsoft 365

Scripting tools

Monitoring tools

Active Directory

Novell/OpenText Identity Manager

Job description

• Job ID: 54679
• Job Category: Information & Technology
• Division & Section: Technology Services Divsion, Enterprise Services & Operations
• Work Location: 703 Don Mills Road
• Job Type & Duration: 1 Temporary, Full-time (24 months) vacancy
• Hourly Rate:$45.30 - $49.64
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: L79 Full-time
• Number of Positions Open: 1
• Posting Period: 06-JUN-2025 to 20-JUN-2025

Major Responsibilities:

• Performs operation support of software, hardware and network facility at enterprise level using monitoring and diagnostic tools to ensure the operation and maintenance of the technologies and solutions are cost effective.
• Monitors enterprise systems and network usage, performance and capacity; and ensures pro-active action is taken for the production systems and solutions.
• Performs enterprise-wide user accounts administration including addition, deletion and change of user accounts.
• Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans. Liases with users, other technical support staff and/or vendors to resolve problems.
• Provides assistance and operational support in the assessment and implementation of upgrades and/or enhancements to the existing systems.
• Works as part of a technical project team to determine requirements, research, evaluate, recommend, design, implement, and provide operational/technical support for system software, platform hardware and/or network solutions.
• Reviews the effectiveness of operational standards, procedures and processes and recommends changes.
• Monitors the operation of enterprise computer hardware, system software, business applications, network and network connectivity to maintain high system availability.
• Administers security procedures and processes at enterprise level to protect the integrity of corporate business applications and data access.
• Administers and controls the enterprise systems and their components.
• Ensures most effective tools, utilities and technologies are used in operation and enterprise system management.
• Performs and monitors enterprise system back up and recovery procedures.

Key Qualifications:

Your application for the role of OPERATIONS SUPPORT ANALYST 1 must describe your qualifications as they relate to:

Post-secondary education in a computer-related field, or the equivalent combination of education and/or related IT support experience

Experience with Microsoft operating systems (both servers and clients), as well as Active Directory.

Experience with Microsoft EntraID and Microsoft 365.

Experience with identity management products such as Novell/OpenText Identity Manager.

Experience with the Novell operating system (SLES, OES) or other Unix operating systems, and directory products.

Experience with scripting tools such as Microsoft Graph and PowerShell, as well as system monitoring and diagnostic tools.

You must also have:

• Experience in a large, diverse computing and customer support environment providing technical support, is an asset.
• Experience with technical change process, from planning to implementation, is an asset.
• Working knowledge of application security, user rights and group policy management.
• Strong conceptual, analytical and problem-solving skills.
• Ability to prioritize, plan, organize, and work independently.
• Excellent interpersonal skills, with the ability to work independently with others in a team environment as well as establish and maintain effective working relationships with all levels of staff and external contacts.
• Commitment to customer service, performance quality and continuous improvement.
• Ability to work flexible hours and days, evenings and nights, including weekends, under deadline and time constraints.
• Ability to work on standby and provide on-call support for production systems.
• Ability to drive and travel across various office locations within the City to support production systems.
• Strong oral and written communication skills to provide troubleshooting support, prepare technical documentation, problems report and deal effectively with clients.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.