Application Support Specialist - Intermediate

GovTech Talent Solutions Inc.; Toronto; On-site; CAD 65,000 - 85,000; Full time

Job summary

GovTech Talent Solutions Inc. is seeking a bilingual Help Desk Specialist to support a new Ministry of Education digital tool. You will handle end-user IT issues, IVR inquiries, and cross-team coordination on a government-facing platform. This role is onsite five days per week in Toronto, Ontario.

You will provide training, develop documentation, and create reports to assist teams with system maintenance and upgrades. Strong communication and problem-solving skills are essential.

Qualifications

• Must have prior help desk experience resolving IT or website-related issues.
• Fluent in English and French (bilingual) to support bilingual users.
• Experience with Interactive Voice Response (IVR) software and digital tools to track inquiries.
• Able to troubleshoot IT issues and report findings to non-technical users.
• Experience training end users and creating documentation.

Responsibilities

• Provides expert technical knowledge about applications and supports end users.
• Manages ticketed query system and ensures inquiries are tracked and resolved.
• Assists with systems integrations and maintenance planning.
• Delivers training to teams and prepares maintenance/upgrades schedules.
• Develops reports across the organization and communicates with stakeholders.

Skills

Bilingual English/French

Help desk experience

IVR software experience

IT troubleshooting

Technical documentation

Customer service

Tools

Ticketing system

Digital tools

IVR software

Job description

Project Overview

Ministry of Education is launching a new child care and early years digital tool that will be used by service system managers, operators, and families. A dedicated sector-facing help desk for SSMs and operators will support end users with inquiries about the use and navigation of the new digital tool and direct users to any additional support they may need.

Key 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

Qualifications & Requirements

REQUIRED

• Must be able to work 5 days onsite per week
• 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
• 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
• 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
• A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience

NICE TO HAVE

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

EVALUATION CRITERIA

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

Key Skills & Competencies

Interactive Voice Response (IVR) software, digital tools, application support, systems integrations, operating systems, devices, applications, software, ticketed query system, database, technical documentation, maintenance plans, upgrades schedules, reporting, computing systems, website support, troubleshooting