City of Toronto

OPERATIONS SUPPORT ANALYST 2

City of Toronto • $87K — $96K *
Toronto, ON M3C 0E3In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Post secondary education in Computer Science or related field, or equivalent experience.
  • Experience with NetBackup Administration in a multi-platform environment.
  • Call Centre experience with a focus on customer service and problem-solving.
  • Familiarity with ServiceNow, NetBackup, xMatters, Unix, and Windows Servers.
  • Ability to analyze hardware and software and communicate effectively with senior staff.

Responsibilities

  • Liaise with team members and users to ensure IT systems and services are effective and secure.
  • Provide help desk services, troubleshooting, and managing user accounts.
  • Respond to system shutdowns and emergencies, initiating recovery and escalating as needed.
  • Monitor the data centre's physical environment for security and environmental control.
  • Detect, investigate, and resolve equipment and application problems, escalating when necessary.
  • Perform system administration including backups, recoveries, and maintenance of logs.
  • Prepare summary reports and trend analyses on service interruptions or issues.

Benefits

  • Access to ongoing training and professional development opportunities.
  • Comprehensive health and wellness benefits.
  • Opportunity to gain experience in a dynamic public sector environment.
Full Job Description
Job ID: 65790

Job Category: Information & Technology

Division & Section: Technology Services, Enterprise Services & Operations

Work Location: 703 Don Mills Rd., North York, ON M3C 3N3

Job Type & Duration: Temporary, Full-Time (12 months)

Hourly Rate and Wage Grade: $42.28- $46.31

Shift Information: Monday to Sunday, 35 hours per week. Rotating shifts including overnights and weekends. (No Hybrid)

Affiliation: L79 Full-time

Number of Positions Open: 1

Posting Period: 23-Jul-2026 to 06-Aug-2026

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, 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.
    • 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.
    • 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 Net backup Administration in a multi-platform IT environment.
    3. Experience in a Call Centre environment demonstrating a strong customer service focus, diagnosing, and solving computer-related problems.
    4. Experience with ServiceNow and Service Desk, NetBackup, xMatters, Unix and Windows Servers.


You must also have:
    • 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.
    • Ability to adapt to new processes and technology as required.
    • Knowledge of network communication technology concepts, including hardware platforms, office tools, networking and all IT infrastructures.
    • Knowledge of Information Technology Infrastructure Library (ITIL) processes.
    • Excellent interpersonal skills and the ability to work cooperatively and professionally with City staff at all levels.
    • Proficiency with Microsoft Office suite tools.
    • Must have flexibility to work overtime as needed, often of short notice.
    • Must possess and be able to maintain a valid Province of Ontario, Class "G" Driver's Licence with access to reliable transportation.
    • Must be able to work shift (days, evenings and overnights) and work over-time (OT) when required.


About City of Toronto

City of Toronto provides its users with information on the lifestyles, business, and locations of Toronto. Lifestyle information consists of health, energy, services, children’s services, arts, culture, festivals, events, housing, and transportation. Business-related information consists of investments, startups, reports, event planning, and city-based partnerships. Furthermore, it provides its users with history, facts, images, events, and attractions of Toronto. City of Toronto is based in Ontario.

City of Toronto Careers

There has never been a better time to explore the diverse job opportunities at the City of Toronto—the hub of professional growth and innovation in the region.

Work You’ll Experience

Join the City of Toronto’s dynamic team to assist in transforming the city through public service and innovative leadership. The City of Toronto offers a unique position in the marketplace, combining public administration with cutting-edge initiatives that enhance the lives of its residents. Engage with a team of skilled professionals dedicated to fostering a culture of diversity, equity, and inclusion. The City of Toronto is not just a place of employment; it is a place where careers flourish and where the professional environment encourages continuous personal and professional development.

City of Toronto Jobs and Employment

The City of Toronto is building a market-leading workforce that supports the city’s vision through strategic leadership and proactive management. This team helps to master the challenges of urban growth and community service.

Innovative Work

At the City of Toronto, innovation isn’t just a buzzword—it's a practical approach to solving real-world issues that affect millions of people. With projects that range from improving municipal services to enhancing urban sustainability, employees at the City of Toronto push the boundaries of what is possible in public service.

Professional Growth and Development

The City of Toronto is committed to nurturing the careers of its employees with unmatched training, development programs, and leadership opportunities. Whether through professional development workshops, leadership training, or diversity training, the City ensures that every team member has the tools to succeed.

Explore Career Opportunities

From internships to full-time positions, the City of Toronto offers a range of job opportunities that cater to various skills and career aspirations. Positions in healthcare, engineering, finance, urban planning, and more are available, providing a broad spectrum of career paths for job seekers.

The City of Toronto Employment Culture

The City’s employment culture is centered on creating a supportive and inclusive workplace. This culture is evident in its commitment to diversity and innovation, where each team member’s contributions are valued and celebrated.

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Learn more about City of Toronto
Size
10,001 employees
Industry
Education, Government & Non-Profit
* Ladders Estimates

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