IT - Application Support Analyst – Level 2

Socket.dev; Mississauga; On-site; CAD 41,000 - 50,000; Full time

Job summary

Achev's IT pillar supports organisational systems through four teams: Application Support, Production Support, Architecture, and Infrastructure. The Application Support Analyst will join the Application Support team, reporting to the Manager of Customer Services and Business Development.

This role focuses on frontline support for the History for Assessments, Referrals and Training system (HARTs) and other assigned applications.

Qualifications

• Post-secondary education in IT/CS or related field, or equivalent experience.
• Certifications in Azure, ITIL, DevOps or database administration are assets.
• Experience in IT helpdesk or application/software support.
• Familiarity with ticketing systems such as JitBit and SolarWinds; Azure DevOps is used for tracking.
• Bilingual English/French preferred.
• Strong communication and interpersonal skills; able to work with diverse stakeholders.

Responsibilities

• Respond to calls, emails, and tickets; document inquiries in JitBit.
• Troubleshoot and resolve app issues; escalate to other teams when needed.
• Analyze user requests and errors to determine solutions.
• Collaborate with DBAs to address data entry errors promptly.
• Track bugs and new work items using Azure DevOps.
• Support end-users with navigation, data entry, and reporting.
• Prepare training materials and assist trainers.
• Compile monthly helpdesk reports on activity and updates.
• Test new features and document test cases/results.
• Create, update, and maintain stakeholder reports.

Skills

Customer service

Communication

Bilingual English/French

Problem solving

Team collaboration

Education

Post-secondary IT/CS related field

Tools

JitBit

SolarWinds

Azure DevOps

Job description

At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalised programs and services that empower our clients to prosper and our communities to thrive.We thrive in a OneAchev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth.

Join us in helping diverse Canadians and newcomers achieve their full potential!

Achev’s latest Impact Report: www.Achev.ca

Summary

Achev’s IT pillar supports organisational systems through four teams: Application Support, Production Support, Architecture, and Infrastructure. The Application Support Analyst will join the Application Support team, reporting to the Manager of Customer Services and Business Development. This role focuses on frontline support for the History for Assessments, Referrals and Training system (HARTs) and other assigned applications. The analyst will ensure reliable application performance, user support, and accurate documentation, contributing to Achev’s mission of empowering newcomers to Canada.

Duties & Responsibilities

Respond to phone calls, emails, and tickets, documenting all inquiries in JitBit.

Troubleshoot and resolve application/software issues, escalating to Production Support or Infrastructure teams when required.

Analyze user requests and errors to determine the best solutions and resource use.

Collaborate with DBAs to ensure inquiries and data entry errors are addressed promptly.

Track bugs and new work items using Azure DevOps.

Support end-users with application navigation, data entry, and reporting functions.

Prepare training materials and assist trainers during sessions or meetings.

Compile monthly reports on helpdesk activity, including call volumes, user concerns, and programming updates.

Participate in testing new features and system updates; document and share test cases/results.

Create, update, and maintain statistical reports for stakeholders.

Perform other duties as assigned.

Qualifications

Minimum post‑secondary education in Information Technology, Computer Science, or a related field (e.g., IT Support, Computer Systems Technology, Network Administration), or equivalent job experience in application/software support.

Certifications or training in Microsoft Azure, ITIL, DevOps methodologies, database administration, or helpdesk/service desk operations are considered assets.

Previous experience in application/software support or an IT helpdesk environment.

Familiarity with ticketing systems (JitBit, SolarWinds) and DevOps methodologies.

Experience troubleshooting application errors, user access issues, and system configurations.

Bilingual (English/French) preferred.

Excellent verbal and written communication skills, including professional phone etiquette.

High level of interpersonal skills; ability to work collaboratively with diverse stakeholders

Salary rate: 45,000

This is a current vacancy. Please note that we use AI tools in our application screening process. All hiring decisions involve human review.

We’re looking to welcome people to our diverse, inclusive, and authentic workplace.We especially welcome applications from members of racialized groups, Indigenous peoples, persons with disabilities, persons of diverse sexual orientations and gender identities and others with the skills and knowledge to productively engage with diverse communities. We are committed to a selection process and work environment that is inclusive and barrier-free.