Systems Administrator / Operations Support Specialist

Position:   Systems Administrator / Operations Support Specialist – Intermediate

Client:   Justice Technology Services, Ministry of Public and Business Service Delivery and Procurement

Location:  21 College Street, Toronto, ON

Work Arrangement:   Onsite – 5 days per week

Start Date:   October 12, 2026

End Date:   February 26, 2027

Extension:   Up to one additional term may be available

Contract Duration:   Approximately 125 days

Openings:  1

Security Requirement:   CRJMC

Position Overview

We are seeking an experienced   Systems Administrator / Operations Support Specialist – Intermediate   to provide technical and operational support for Justice Technology Services (JTS) in Toronto.

The successful candidate will support   audio-visual (AV), telecommunications, video conferencing, system operations, user onboarding, troubleshooting, documentation, vendor coordination, inventory management, reporting, and project activities .

This role requires strong technical troubleshooting skills combined with excellent communication and the ability to support   non-technical users, legal counsel, remote witnesses, public users, judiciary, internal teams, and third-party vendors .

Key Responsibilities

• Provide technical troubleshooting, guidance, and assistance for   audio-visual, telecommunications, and video conferencing systems   across multiple channels.
  
• Support   JVN technologies   and related operational requirements.
  
• Troubleshoot hardware, software, connectivity, network, AV, and video conferencing issues.
  
• Support remote witnesses, legal counsel, and public users with   technical orientation, application setup, and device configuration .
  
• Provide user demonstrations, training, and technical guidance for video and audio equipment.
  
• Maintain system manuals, user guides, training materials, procedures, and operational documentation.
  
• Identify and implement process improvements.
  
• Manage user access and review/validate system logs for troubleshooting purposes.
  
• Coordinate with third-party vendors for   equipment repairs, upgrades, maintenance, and service performance .
  
• Liaise with internal technical and business teams to resolve incidents and service issues.
  
• Assist with system testing, technology implementations, upgrades, and document testing results.
  
• Maintain accurate project and equipment inventory information in the   CMDB .
  
• Update daily reports, dashboards, inventory records, and operational status information.
  
• Support project participation and operational initiatives as required.
  
• Apply   ITIL/ITSM practices   for incident, change, configuration, and service management.
  
• Prioritize and manage multiple service requests and operational activities while ensuring timely resolution and communication.
  
• Support knowledge transfer through project documentation, communications, SharePoint updates, 1:1 meetings, and team meetings.
  

Requirements

Mandatory Technical Skills & Experience

Candidates   must   demonstrate the following:

Audio-Visual & Video Conferencing

• Minimum 2 years of experience   working with audio-visual and video conferencing hardware and software.
  
• Comprehensive knowledge of video conferencing technologies, including   ISDN, TCP/IP, and communication protocols .
  
• Strong experience with video conferencing platforms such as:
  
• Zoom
  
• Microsoft Teams
  
• Cisco Webex
  
• Video conferencing codecs and associated hardware.
  
• Knowledge of AV hardware including:
  
• Projectors
  
• Microphones
  
• Speakers
  
• Cameras
  
• AV processors
  
• AV control systems such as   Crestron and Extron
  
• Understanding of   signal flow and AV connectivity , including HDMI, USB, and network-based AV.
  
• Familiarity with emerging trends in audio-visual and video conferencing technologies.
  

Operating Systems & Devices

• Proficiency with major operating systems, including:
  
• Windows
  
• macOS
  
• iOS
  
• Android
  
• Experience supporting associated peripherals such as   microphones, speakers, webcams, AV processors, and related equipment .
  

Networking & Telecommunications

• Solid understanding of network infrastructure, including:
  
• LAN
  
• WAN
  
• Routers
  
• Switches
  
• TCP/IP
  
• Bandwidth requirements for video conferencing.
  
• Understanding of the basics of   VoIP systems and PBX configurations .
  
• Ability to troubleshoot connectivity and communication issues affecting AV and video conferencing systems.
  

ITIL / Incident Management

• Minimum 2 years of experience in incident management .
  
• Strong knowledge of   ITIL/ITSM frameworks, standards, and processes .
  
• Experience managing incidents, changes, service requests, and operational issues.
  
• Experience with   CMDB updates and configuration/inventory management .
  

Reporting, Dashboards & Documentation

• Minimum 1 year of experience in reporting, dashboard creation, and documentation .
  
• Experience maintaining inventory records and updating operational/project dashboards.
  
• Experience preparing system documentation, user manuals, training materials, procedures, and reports.
  
• Experience reviewing and validating system logs for troubleshooting.
  
• Experience performing system testing and documenting test results.
  

Operations Support

• Minimum 2 years of operations support experience .
  
• Demonstrated ability to maintain reliable and efficient system operations.
  
• Experience coordinating multiple technical/service requests and operational activities.
  
• Strong understanding of software/hardware upgrade processes.
  

Analytical & Problem-Solving Skills

The successful candidate will be able to:

• Diagnose and resolve   hardware, software, network, AV, and video conferencing issues .
  
• Troubleshoot system malfunctions and equipment failures efficiently.
  
• Analyze technical issues and determine appropriate resolutions.
  
• Maintain reliable and efficient system operations.
  
• Act as a quality-control liaison between business users and vendors.
  
• Support training sessions involving video and audio equipment.
  
• Demonstrate strong analytical thinking and structured troubleshooting abilities.
  

Communication & Interpersonal Skills

• Excellent verbal and written communication skills.
  
• Ability to simplify and clearly communicate technical concepts to   non-technical users .
  
• Ability to create and maintain clear training materials, user manuals, procedures, and documentation.
  
• Experience delivering user demonstrations and technical orientation.
  
• Strong collaboration skills when working with vendors, technical teams, management, internal teams, and external agencies.
  
• Demonstrated tact, diplomacy, professionalism, and discretion when working with   judiciary, legal counsel, witnesses, public users, and other sensitive stakeholders .
  
• Ability to build effective relationships to ensure seamless service delivery.
  

Organizational & Prioritization Skills

• Strong organizational and prioritization skills.
  
• Ability to efficiently manage multiple service requests, incidents, and operational tasks.
  
• Ability to coordinate updates and provide timely and accurate communication.
  
• Ability to apply   ITIL frameworks and project management methodologies .
  
• Demonstrated ability to drive operational excellence through structured processes.
  

Knowledge Transfer

The successful candidate will participate in ongoing knowledge transfer throughout the project and operational lifecycle, including:

• Codes and scripts, where applicable.
  
• Project and operational documentation.
  
• Project communications.
  
• Knowledge transfer to project coordinators and team members.
  
• 1:1 meetings and team meetings.
  
• Documentation and knowledge sharing through   SharePoint .
  
• Maintaining current operational procedures, manuals, and technical documentation.
  

Evaluation Criteria

Candidates will be evaluated based on the following weighted criteria:

Evaluation Area
Weight

30%

25%

25%

20%

100%

Mandatory Requirements – Quick Check

To be considered, candidates must have:

• 2+ years   of audio-visual and video conferencing hardware/software experience.
  
• 2+ years   of incident management experience.
  
• Strong knowledge of   ITIL/ITSM frameworks, standards, and processes .
  
• 2+ years   of operations support experience.
  
• 1+ year   of reporting, dashboard creation, and documentation experience.
  
• Experience with   Zoom, Microsoft Teams, Cisco Webex and video conferencing codecs/hardware .
  
• Knowledge of   AV equipment , including Crestron/Extron, projectors, microphones, speakers, cameras and AV processors.
  
• Knowledge of   ISDN, TCP/IP, LAN/WAN, routers, switches, VoIP and PBX fundamentals .
  
• Experience supporting   Windows, macOS, iOS and Android   environments and peripherals.
  
• Experience with   system logs, system testing, upgrades, CMDB, inventory and dashboards .
  
• Excellent verbal and written communication skills.
  
• Ability to work   onsite 5 days per week at 21 College Street, Toronto .
  
• Ability to work with sensitive stakeholders, including   judiciary, legal counsel, witnesses and public users .
  
• Ability to support knowledge transfer and maintain documentation throughout the project lifecycle.