Application Support Specialist - Intermediate

Ian Martin Group; Toronto; On-site; CAD 60,000 - 80,000; Part time

Job summary

Ian Martin Group is seeking an Intermediate Application Support Specialist in Toronto to provide expert technical support for a portfolio of applications. You will work with internal teams and clients, manage the ticketing system, assist with integrations, and contribute to documentation.

The role requires strong communication, problem solving, and prioritization skills, with bilingual English-French capability preferred, and a focus on delivering timely, clear resolutions.

Qualifications

• Experience in a help desk role supporting end users in resolving IT or website issues.
• Experience with IVR software and digital tools to track inquiries.
• Ability to manage competing priorities and log inquiries accurately.
• Excellent communication and problem-solving skills.
• Bilingual English/French capability preferred for bilingual roles.

Responsibilities

• Provide expert technical support for applications to internal teams and external clients.
• Assist with system integrations and manage ticketing with a knowledge base.
• Maintain technical docs and identify/resolving issues.
• Coordinate locally and internationally; deliver training.
• Prepare maintenance plans and upgrade schedules.
• Develop reports for teams.

Skills

Help desk experience

IVR software

Digital system support

Find answers

Prioritization

Organization skills

IT issue reporting

Tools

IVR software

Job description

Application Support Specialist - Intermediate

• Pay Rate: Flexible- Onsite
• Location: Toronto, Ontario
• Contract Length: 9 Months

Responsibilities

• Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Provides technical support to teams within the organization, and to external clients when required
• Assists with systems integrations Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
• Maintains and updates technical documents and procedures Identifies and resolves technical issues
• Manages coordination at a local and international level where required Delivers regular and customized training to teams within the business
• Prepares maintenance plans and upgrades schedules for the organization’s systems
• Develops reports for teams across the business

General Skills

• Experience providing expertise and technical knowledge about a specified application or suite of applications
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
• Experience training end users on a variety of applications and creating documentation when necessary
• Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
• A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
• Intimate knowledge of an organization’s computing systems
• Ability to explain complex ideas to those with limited IT and systems knowledge
• Exceptional verbal and written communication skills
• Listening ability and patience
• Extraordinary customer service and relationship management experience
• Critical thinking skills

Skills

Experience and Skill Set Requirements

Bilingual agents

Core Skills - 50%

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, in both English and French, both over-the-phone and by written correspondence (e.g., email)
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
• Demonstrated experience with providing support for a digital system or website
• Demonstrated experience of knowing how to find answers to inquiries
• Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas)
• Ability to manage competing priorities
• Advanced organization skills to make sure that all inquiries are responded to properly logged
• Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users

Communication Skills - 45%

• Advanced verbal and written communication skills, in both English and French
• Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity
• Ability to convey concise and direct communication to end users to troubleshoot issues
• Excellent analytical, problem-solving, and decision-making skills
• Demonstrated experience to stay calm and professional under stressful situations
• Ability to active listen and empathize with users to defuse tension and find collaborative solutions
• Ability to elevate challenging user situations to the appropriate level

Public Sector Experience - 5%

• Experience and understanding of the public sector and government’s role in providing services to the public

Non-bilingual agents

Core Skills - 50%

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, both over-the-phone and by written correspondence (e.g., email)
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
• Demonstrated experience with providing support for a digital system or website
• Demonstrated experience of knowing how to find answers to inquiries
• Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas)
• Ability to manage competing priorities
• Advanced organization skills to make sure that all inquiries are responded to properly logged
• Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users

Communication Skills - 45%

• Advanced verbal and written communication skills
• Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity
• Ability to convey concise and direct communication to end users to troubleshoot issues
• Excellent analytical, problem-solving, and decision-making skills
• Demonstrated experience to stay calm and professional under stressful situations
• Ability to active listen and empathize with users to defuse tension and find collaborative solutions
• Ability to elevate challenging user situations to the appropriate level

Public Sector Experience - 5%

• Experience and understanding of the public sector and government’s role in providing services to the public

Must Have:

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries
• Demonstrated experience with providing support for a digital system or website
• Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate findings to non technical users
• Advanced verbal and written communication skills (in both English and French for Bilingual agents)
• Excellent analytical, problem-solving, and decision-making skills

Nice to Have:

• Experience and understanding of the public sector and government’s role in providing services to the public

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