RQ11331 – Application Support Specialist – Intermediate

S M Software Solutions Inc; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

The Ministry of Public and Business Service Delivery and Procurement is seeking an experienced Application Support Specialist – Intermediate to provide technical and user support for digital systems and websites in Toronto. This onsite role requires strong English and French communication, effective ticket management, and collaboration with technical teams.

Work from the office in Toronto, five days per week, with responsibilities including maintaining documentation, delivering user training,

Qualifications

• Experience in help desk supporting end users, English and French.
• Experience with IVR software and tracking inquiries.
• Experience supporting a digital system or website.
• Report issues to technical teams and communicate findings to users.
• Advanced bilingual communication in English and French.
• Strong analytical, problem-solving and decision-making skills.

Responsibilities

• Provide expert technical knowledge of applications and systems.
• Support both internal teams and external clients.
• Assist with systems integrations.
• Manage the ticketing system and maintain the knowledge base.
• Update technical documents and procedures.
• Identify and resolve technical issues.
• Coordinate locally and internationally when required.
• Deliver training to teams and develop reports.

Skills

Help desk experience

Bilingual English/French

IVR software knowledge

End-user support

Troubleshooting

Documentation and training

Analytical thinking

Education

Bachelor's degree in IT

Tools

Ticketing System

ITSM

Job description

Client: Ministry of Public and Business Service Delivery and Procurement – RQ11331

We are seeking an experienced Application Support Specialist – Intermediate to provide technical and customer support for digital systems and websites. The ideal candidate will have experience in help desk operations, end-user support, ticket management, troubleshooting, and application support, with advanced verbal and written communication skills in both English and French. The successful candidate will assist users in resolving technical issues, coordinate with technical teams, maintain support documentation, and ensure timely and effective resolution of inquiries in a professional service environment.

Role Snapshot

• Job Title: RQ11331 – Application Support Specialist – Intermediate
• Client: Ministry of Public and Business Service Delivery and Procurement
• Work Location: Toronto, Ontario, Canada
• Work Arrangement: Onsite – 5 Days per Week
• Estimated Start Date: September 1, 2026
• Estimated End Date: May 10, 2027
• Business Days: 277.00
• Extension: Probable after the initial mandate
• Hours: 7.25 hours per day
• Security Level: No Clearance Required

Must Have

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT- or website-related issues in both English and French, through telephone support and written correspondence, such as email.
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries.
• Demonstrated experience providing support for a digital system or website.
• Experience dealing with IT-related issues, reporting issues to technical teams to help resolve more complex application issues, and communicating 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 the government's role in providing services to the public.

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 the ticketed query system and ensures a 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 upgrade 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, 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 of meeting deadlines, managing competing priorities, and demonstrating client relationship management experience.
• Intimate knowledge of an organization's computing systems.
• Ability to explain complex ideas to people with limited IT and systems knowledge.
• Exceptional verbal and written communication skills.
• Strong listening ability and patience.
• Extraordinary customer service and relationship management experience.
• Critical-thinking skills.

Experience And Skill Set Requirements

• Core Skills — 50%
• Demonstrated experience in knowing how to find answers to inquiries.
• Demonstrated experience referring users to alternate channels, such as escalation to technical partners or referrals to program areas.
• Ability to manage competing priorities.
• Advanced organizational skills to ensure all inquiries are properly responded to and logged.
• Communication Skills — 45%
• Advanced verbal and written communication skills in both English and French.
• Demonstrated experience communicating with non-technical end users in a help desk support capacity.
• Ability to convey concise and direct communication to end users to troubleshoot issues.
• Excellent analytical, problem-solving, and decision-making skills.
• Demonstrated ability to remain calm and professional under stressful situations.
• Ability to actively 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 the government's role in providing services to the public.

Additional Information

Work Arrangement: This position requires the consultant to work from the office location 5 days per week.

• Onsite Requirement: 5 days per week.