Operations Support Analyst 2

City of Toronto; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Operations Support Analyst to join their IT Division. This role involves providing essential support to ensure system availability and reliability, troubleshooting user issues, and maintaining operational logs. The ideal candidate will possess strong problem-solving skills, ITIL knowledge, and the ability to work collaboratively with various teams. Join a forward-thinking organization that values inclusivity and diversity, and contribute to enhancing technology services for the community.

Qualifications

• Post secondary education in Computer Science or equivalent experience.
• Experience in diagnosing and solving computer-related problems.

Responsibilities

• Provide help desk services and troubleshoot user issues.
• Monitor Data Centre environment and ensure system availability.
• Perform system administration, including backups and recoveries.

Skills

Diagnosing computer problems

Interpersonal skills

ITIL knowledge

Ability to analyze and document hardware/software

Ability to work independently/team

Education

Post secondary education in Computer Science

Equivalent combination of education/experience

Tools

ServiceNow

NetBackup

xMatters

Unix

Windows Servers

Microsoft Office Suite

Job description

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Division & Section: Technology Services, Enterprise Services & Operations

Work Location: 703 Don Mills Road

Hourly Rate: $39.14 to $42.88 (2024 wages)

Shift Information: Monday to Sunday, 35 hours per week. Rotating shifts including overnights and weekends

Affiliation: L79 Full-time

Number of Positions Open: 1

Posting Period:02-May-2025 to 16-May-2025

Your troubleshooting skills, knowledge of ITIL and ability to analyze and document hardware and software will underpin your success as an Operations Support Analyst 2 inthis opportunitywith the City of Toronto.

As an integral part of the IT Division Data Centre team, you will perform a variety of operations support duties to meet system user needs and requests as well as ensure overall system availability – from providing Service Desk services and troubleshooting to resetting user IDs and passwords and maintaining records and documentation.

Major Responsibilities:

• Liaises with Operations Support Analysts, Technical Support Specialists, end users and others to ensure the effectiveness, availability, reliability and security of Information & Technology systems and services.
• Provides help desk services, responding to user needs and requests, troubleshoots, creates, deletes and resets user-ids/passwords, maintains records and logs and ensures overall server availability.
• Responds to unscheduled system shutdowns and emergency situations, evaluates user impacts and initiates recovery procedures and escalates the emergency situation accordingly.
• Monitors the Data Centre physical environment, to ensure security of physical access, and adequate environmental control.
• Monitors the operating condition of computer and communications equipment and applications, to detect, investigate, analyze and attempt resolution of problems, and to escalate problems as appropriate.
• Performs system administration and operation, including backups and recoveries, loading and unloading tapes and other media, plotter operation and maintenance of operational logs.
• Prepares summary reports of problem or service interruption and accompanying trend analyses.
• Reviews the effectiveness of operational standards, procedures and processes and recommend changes.
• Loads and tests software upgrades to the operating system, utilities, and application programs. Downloads software onto end-user processors.
• Performs repairs and adjustments or arranges for repair by external service company.
• Accepts, processes and distributes materials to and from the Data Centre, including printout, tape and other data media, computer systems and network equipment; maintaining records and inventory control.
• Maintains hardware facilities documentation and records.
• Assists computer maintenance staff in the maintenance of operating systems, applications software, system peripherals, system and network communications hardware such as testing disk drives, cleaning mini-computer start-up and shut-down of system.
• Responds to requests regarding user requirements and enquiries about technical problems relating to back-up and archiving from staff in internal user departments and local municipalities.
• Provides support to the Parking Tag Operations processing centre.

Key Qualifications:

Your application must describe your qualifications as they relate to:

• Post secondary education in Computer Science or a related discipline, or an approved equivalent combination of education and/or experience.
• Experience with diagnosing and solving computer related problems, preferably in a Computer Support centre.
• Experience with Batch jobs, ServiceNow, NetBackup, xMatters, Unix or Windows Servers

You must also have:

• Excellent interpersonal skills and the ability to work cooperatively and professionally with City staff at all levels.
• Ability to analyze and document hardware and software, and communicate problems to senior staff, in both business and technical terms.
• Ability to work independently and/or in a team environment.
• Knowledge of network communication technology concepts, including hardware platforms, office tools, networking and all IT infrastructures.
• Ability to adapt to new processes and technology as required.
• Knowledge of Information Technology Infrastructure Library (ITIL) processes.
• Proficiency with Microsoft Office suite tools.
• Must have flexibility to work overtime as needed, often of short notice.

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 .