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 explicit, 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.

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