Operations Support Analyst 2

Amendment #1 

05/02/2025 

Location and shift information 

Job ID: 55999

Job Category: Information & Technology

Division & Section: Technology Services, Enterprise Services & Operations

Work Location: 703 Don Mills Road

Job Type & Duration: Temporary, Full-time, 7.5 month vacancy

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 in this opportunity with 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:

1. Post secondary education in Computer Science or a related discipline, or an approved equivalent combination of education and/or experience.
2. Experience with diagnosing and solving computer related problems, preferably in a Computer Support centre.
3.  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.

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.