IT Operations Support Analyst

Position: IT Operations Support Specialist

Location:  Toronto, ON (onsite)

Job ID#: RQ10929 

Duration:  12 Months

The Systems Administrator / Operations Support Specialist provides day‑to‑day operational and technical support, serving as a first point of contact for client issues. This role requires strong service management practices, technical troubleshooting skills, and the ability to collaborate effectively with cross‑functional technical teams.

Key Responsibilities

• Provide daily, ongoing first‑point‑of‑contact support to clients through a ticketing system or other established support mechanisms
  


• Prioritize regularly scheduled support activities alongside urgent, unscheduled support requests with a high level of responsiveness and time sensitivity
  


• Act as a liaison between users and internal technical teams, including database, system, network, privacy, security, and software subject matter experts
  


• Triage support tickets to appropriate subject matter experts for resolution, ensuring all tickets are accurately categorized for reporting purposes
  


• Assist with the distribution of client application communications by interfacing with business subject matter experts
  


• Identify connectivity issues and assist in troubleshooting and root‑cause analysis
  


• Follow established service management processes and identify opportunities for continuous improvement
  

Skills and Experience Requirements

Public Sector Experience

• Minimum 2+ years of experience working in the healthcare industry
  


• Knowledge of personal health information protection legislative requirements and how they apply to the development and maintenance of healthcare systems containing personal health information
  

Technical Skills

• Minimum 2+ years of experience providing Tier 1 technical support
  


• Technical certifications such as A+, ITIL Foundation, or equivalent ITIL experience
  


• Technical knowledge of Windows and Linux servers, operating systems, and supporting technology infrastructure
  


• Experience supporting enterprise applications, workforce management systems, financial management modules, virtualization platforms, and directory services (e.g., account creation and access management)
  

Service Management Skills

• Knowledge of IT Service Management processes with 2+ years of experience supporting remote clients
  


• Hands‑on experience triaging, prioritizing, categorizing, and resolving service requests, incidents, and problem tickets
  

Management and Communication Skills

• Proven ability to build strong and effective working relationships
  


• Strong interpersonal, verbal, and written communication skills
  


• Excellent customer service skills, including tact and diplomacy when managing client needs
  


• Strong analytical, problem‑solving, and decision‑making capabilities
  


• Ability to apply active listening skills to support effective issue resolution
  


• A motivated, flexible, and creative team player with strong multitasking abilities and a proven track record of meeting strict deadlines
  

About Symbiotic Digital.

Symbiotic Digital provides the IT Experts you need that solve problems and get things done.  See what the top 2% in their field can do for you.   (Symbiotic Digital is a division of Symbiotic Group Inc.)

We serve customers in two ways, we provide:

1.    Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results

2.    Recruitment: Find The Right People You Need

Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. We are a 100% Indigenous owned company.

Learn more online at https://www.symbioticgroup.com/home-sd/.

Please submit your most recent resume to: [email protected]

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