Application Support Specialist
Job Location:
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
- Provide help desk and application support to end users experiencing IT website digital service and application-related issues.
- Respond to user inquiries over the telephone and through written correspondence including email in both English and French.
- Troubleshoot user-reported issues identify possible causes provide appropriate guidance and determine when escalation is necessary.
- Support digital systems and websites by helping users navigate services resolve access or functionality issues and obtain accurate information.
- Utilize Interactive Voice Response (IVR) software and digital inquiry-tracking tools to manage document and monitor incoming requests.
- Maintain accurate complete and up-to-date records of inquiries troubleshooting steps resolutions referrals and escalations.
- Research inquiries and identify appropriate answers using available systems procedures documentation and internal resources.
- Refer users to alternative support channels technical partners or program areas when issues fall outside the scope of first-level support.
- Identify and report complex IT and application issues to technical teams providing clear details to facilitate investigation and resolution.
- Communicate technical findings troubleshooting instructions and resolution updates in clear concise language that non-technical users can understand.
- Prioritize and manage competing inquiries while ensuring requests are properly logged addressed and followed up on.
- Remain calm professional and empathetic when handling frustrated users challenging inquiries and stressful situations.
- Actively listen to users clarify their concerns and work collaboratively to resolve issues and maintain positive customer relationships.
- Escalate complex technical problems and challenging user situations to the appropriate level in accordance with established procedures.
- Follow established service standards support procedures and documentation requirements while protecting the quality and consistency of user support.
- Work collaboratively with internal teams and stakeholders to improve issue resolution and the overall end-user experience.
- Demonstrated prior experience working in a help desk or service desk role supporting end users with IT-related application-related or website-related issues.
- Experience troubleshooting user inquiries over the telephone and through written correspondence including email.
- Demonstrated experience supporting a digital system online service website or software application.
- Experience responding to end-user questions identifying solutions and providing clear troubleshooting guidance.
- Experience handling technical issues and reporting complex or unresolved problems to the appropriate technical team.
- Ability to explain technical issues findings and solutions to non-technical users in an understandable manner.
- Demonstrated experience working with Interactive Voice Response (IVR) software.
- Experience using digital tools or systems to track manage document and monitor inquiries.
- Strong organizational skills to ensure all inquiries are accurately logged appropriately categorized and followed through to resolution or escalation.
- Ability to maintain complete records of user interactions actions taken referrals and issue resolutions.
- Demonstrated experience identifying investigating and troubleshooting IT application or website-related issues.
- Ability to gather relevant information from users assess reported problems and determine appropriate next steps.
- Experience escalating complex application or technical issues to technical teams and communicating findings clearly.
- Demonstrated ability to research inquiries locate accurate information and guide users toward appropriate solutions.
- Experience referring users to alternative channels including technical support partners and relevant program areas when required.
- Advanced verbal and written communication skills in both English and French are mandatory.
- Demonstrated experience communicating with non-technical end users in a help desk or application support environment.
- Ability to provide concise clear direct and easy-to-follow troubleshooting instructions.
- Strong active-listening and interpersonal skills with the ability to understand user concerns and demonstrate empathy.
- Ability to remain calm courteous and professional under pressure including when dealing with dissatisfied or frustrated users.
- Ability to de-escalate difficult interactions collaborate with users and escalate challenging situations to the appropriate level.
- Excellent analytical problem-solving and decision-making skills.
- Ability to assess inquiries identify possible solutions and determine when an issue requires escalation.
- Ability to manage competing priorities and respond to multiple inquiries in an organized and timely manner.
- Strong attention to detail in inquiry tracking documentation follow-up and issue reporting.
- Ability to work effectively within established procedures while maintaining service quality and customer satisfaction.
- Demonstrated commitment to providing responsive professional and user-focused technical support.
- Ability to establish positive relationships with end users and internal stakeholders.
- Patience and professionalism when supporting users with varying levels of technical knowledge.
- Ability to coordinate with technical teams and program areas to support timely issue resolution.
- Experience working in the public sector or supporting government services.
- Understanding of the public sector and the governments role in delivering services to the public.
- Experience supporting public-facing digital services government websites or online service delivery platforms.
- Work location: 315 Front Street 11th Floor Toronto Ontario.
- Onsite requirement: Five days per week; remote work is not offered for this assignment.
- Language requirement: Bilingual English/French proficiency is mandatory.
- Interview format: Mandatory in-person interview; no exemptions.
- Submission deadline: October 16 2026 at 12:00 PM EST.
- Supplier submission limit: A maximum of three candidates may be submitted.
Required Skills:
Mandatory Qualifications and Required Skills 1. Help Desk and Application Support Experience Demonstrated prior experience working in a help desk or service desk role supporting end users with IT-related application-related or website-related issues. Experience troubleshooting user inquiries over the telephone and through written correspondence including email. Demonstrated experience supporting a digital system online service website or software application. Experience responding to end-user questions identifying solutions and providing clear troubleshooting guidance. Experience handling technical issues and reporting complex or unresolved problems to the appropriate technical team. Ability to explain technical issues findings and solutions to non-technical users in an understandable manner. 2. IVR and Inquiry Tracking Demonstrated experience working with Interactive Voice Response (IVR) software. Experience using digital tools or systems to track manage document and monitor inquiries. Strong organizational skills to ensure all inquiries are accurately logged appropriately categorized and followed through to resolution or escalation. Ability to maintain complete records of user interactions actions taken referrals and issue resolutions. 3. Technical Troubleshooting and Issue Resolution Demonstrated experience identifying investigating and troubleshooting IT application or website-related issues. Ability to gather relevant information from users assess reported problems and determine appropriate next steps. Experience escalating complex application or technical issues to technical teams and communicating findings clearly. Demonstrated ability to research inquiries locate accurate information and guide users toward appropriate solutions. Experience referring users to alternative channels including technical support partners and relevant program areas when required. 4. Advanced Communication Skills Advanced verbal and written communication skills in both English and French are mandatory. Demonstrated experience communicating with non-technical end users in a help desk or application support environment. Ability to provide concise clear direct and easy-to-follow troubleshooting instructions. Strong active-listening and interpersonal skills with the ability to understand user concerns and demonstrate empathy. Ability to remain calm courteous and professional under pressure including when dealing with dissatisfied or frustrated users. Ability to de-escalate difficult interactions collaborate with users and escalate challenging situations to the appropriate level. 5. Analytical Problem-Solving and Organizational Skills Excellent analytical problem-solving and decision-making skills. Ability to assess inquiries identify possible solutions and determine when an issue requires escalation. Ability to manage competing priorities and respond to multiple inquiries in an organized and timely manner. Strong attention to detail in inquiry tracking documentation follow-up and issue reporting. Ability to work effectively within established procedures while maintaining service quality and customer satisfaction. 6. Customer Service and Stakeholder Support Demonstrated commitment to providing responsive professional and user-focused technical support. Ability to establish positive relationships with end users and internal stakeholders. Patience and professionalism when supporting users with varying levels of technical knowledge. Ability to coordinate with technical teams and program areas to support timely issue resolution. Preferred Qualifications Experience working in the public sector or supporting government services. Understanding of the public sector and the governments role in delivering services to the public. Experience supporting public-facing digital services government websites or online service delivery platforms. Work Arrangement and Interview Requirements Work location: 315 Front Street 11th Floor Toronto Ontario. Onsite requirement: Five days per week; remote work is not offered for this assignment. Language requirement: Bilingual English/French proficiency is mandatory. Interview format: Mandatory in-person interview; no exemptions. Submission deadline: October 16 2026 at 12:00 PM EST. Supplier submission limit: A maximum of three candidates may be submitted. Ideal Candidate Profile The ideal candidate is a bilingual English/French application support professional with hands-on help desk experience strong IVR and inquiry-tracking skills and a proven ability to troubleshoot digital system and website issues. The candidate will combine technical problem-solving with excellent customer service accurate documentation effective escalation practices and clear communication with non-technical users. Candidates should demonstrate the ability to manage competing priorities remain composed in challenging situations and work collaboratively with technical teams and program areas to deliver reliable end-user support. Account Manager Screening Priorities: Prioritize candidates who can substantiate all mandatory requirements particularly bilingual English/French verbal and written communication help desk support experience IVR software experience digital inquiry-tracking tools digital system or website support technical issue escalation and strong analytical and problem-solving skills. Confirm availability to work onsite five days per week in Toronto and attend a mandatory in-person interview before submission.
Required Education:
Post-secondary education in Information Technology Computer Science Computer Systems Information Systems or a related discipline.
