IT Help Desk

Altis Technology; Toronto; On-site; CAD 50,000 - 64,000; Full time

Job summary

Altis Technology is seeking a customer-focused help desk professional to provide front-line support for a large-scale public-facing digital service in Toronto. You will assist users by phone and email, troubleshoot IT and digital-system issues, and translate technical details into clear guidance.

The role requires strong English and French communication, problem-solving, and the ability to manage multiple inquiries while maintaining empathy and professionalism in diverse interactions.

Qualifications

• Previous help desk experience supporting end users with IT, website, or digital system issues by phone and written correspondence.
• Hands-on experience with Interactive Voice Response (IVR) software and digital tracking tools to document inquiries.
• Experience supporting a digital system or website and troubleshooting user-facing technical issues.
• Strong ability to identify answers, investigate issues, and elevate complex application concerns to technical teams when appropriate.
• Advanced verbal and written communication skills in English and French, with the ability to communicate clearly with non-technical users.
• Excellent analytical, problem-solving, decision-making, organizational, and priority-management skills.
• Experience and understanding of the public sector and the role government plays in delivering services to the public.

Responsibilities

• Front-line help desk support to end users by phone and written correspondence, including email.
• Troubleshoot IT, website, and digital system issues and guide users through clear, practical solutions.
• Use Interactive Voice Response (IVR) software and digital tracking tools to accurately document and manage inquiries.
• Research answers, refer users to alternate service channels, and elevate complex issues to technical or program partners.
• Communicate technical findings in clear, non-technical language so users understand the issue and next steps.
• Manage competing priorities while ensuring inquiries are properly logged, tracked, and resolved.
• Handle challenging interactions professionally, using active listening and empathy to help defuse concerns and identify collaborative solutions.

Skills

Help desk experience

IVR software experience

Digital tracking tools

Troubleshooting technical issues

Bilingual English/French

Strong communication

Analytical and organizational skills

Public sector experience

Tools

IVR systems

Digital tracking tools

Ticketing/tracking tools

Job description

Location Toronto, ON, on-site 5 days per week at 315 Front Street

Language Advanced written and verbal communication skills in English and French

About the Opportunity This is an opportunity to support a high-profile digital service within the public sector, helping members of the public navigate online systems and resolve technical or website-related issues. Youll be part of a service-focused environment where clear communication, patience, and practical problem-solving directly shape the user experience.

Working closely with end users, program teams, and technical partners, youll help troubleshoot issues, document inquiries, identify solutions, and elevate more complex concerns when needed. This role is well suited to someone who enjoys helping people, can stay composed in challenging situations, and knows how to translate technical information into clear, accessible language.

Whats In It for You Youll gain hands-on experience supporting a large-scale public-facing digital service while collaborating with both technical and non-technical teams. Youll work in an environment that values strong service, thoughtful problem-solving, teamwork, and the ability to make a meaningful impact for people accessing essential public services.

Your Responsibilities

• Youll provide front-line help desk support to end users by phone and written correspondence, including email.


• Youll troubleshoot IT, website, and digital system issues and guide users through clear, practical solutions.


• Youll use Interactive Voice Response (IVR) software and digital tracking tools to accurately document and manage inquiries.


• Youll research answers, refer users to alternate service channels, and elevate complex issues to technical or program partners.


• Youll communicate technical findings in clear, non-technical language so users understand the issue and next steps.


• Youll manage competing priorities while ensuring inquiries are properly logged, tracked, and resolved.


• Youll handle challenging interactions professionally, using active listening and empathy to help defuse concerns and identify collaborative solutions.

Skills and Qualifications

• Previous help desk experience supporting end users with IT, website, or digital system issues by phone and written correspondence.


• Hands-on experience with Interactive Voice Response (IVR) software and digital tools used to track and manage inquiries.


• Experience supporting a digital system or website and troubleshooting user-facing technical issues.


• Strong ability to identify answers, investigate issues, and elevate complex application concerns to technical teams when appropriate.


• Advanced verbal and written communication skills in English and French, with the ability to communicate clearly with non-technical users.


• Excellent analytical, problem-solving, decision-making, organizational, and priority-management skills.


• Experience and understanding of the public sector and the role government plays in delivering services to the public.

All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.