OPERATIONS SUPPORT ANALYST 2

　　Job ID: 43799

　　Job Category: Information & Technology

　　Division & Section: Technology Services, Technology Services Delivery

　　Work Location: 703 Don Mills Road

　　Job Type & Duration: Full-time, Permanent Vacancy

　　Hourly Rate and Wage Grade: $39.14 - $42.88, TFS196, Wage Grade 11

　　Shift Information: Monday to Friday, 35 hours per week. Mandatory rotating shifts including overnight, weekends, and long weekends

　　Affiliation: L79 Full-time

　　Number of Positions Open: 1

　　Posting Period: 23-Jan-2024 to 7-Feb-2024

　　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 Net backup Administration in a multi-platform IT environment.

　　Experience in a Call Centre environment demonstrating a strong customer service focus, diagnosing and solving computer-related problems in a large, diverse computing environment.

　　Experience with ServiceNow & Service Desk, NetBackup, xMatters, Unix and 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, communicating with computer users in both business and technical terms.

　　Ability to work independently and/or in a team environment.

　　Knowledge of network communication technology and systems management software.

　　Familiarity with information technology concepts, including hardware platforms, office tools, networking and all IT infrastructures. Adaptable to new processes and technology as required.

　　Knowledge of Information Technology Infrastructure Library (ITIL) processes.

　　Ability to travel to remote Data Centres within the City of Toronto as required.

　　Proficiency with Microsoft Office suite tools.

　　Must be flexible to work overtime as needed, often on 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 toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .

　　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’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .