Application Support Specialist – Intermediate

Job Title: RQ11331 – Application Support Specialist – Intermediate

Client: Ministry of Public and Business Service Delivery and Procurement

Work Location: Toronto, Ontario, Canada – Onsite Estimated Start Date: September 1, 2026

Estimated End Date: May 10, 2027

Business Days: 277

Hours: 7.25 hours per day

Extension: Probable after the initial mandate

Security Level: No Clearance Required

Role Overview

We are seeking an experienced Intermediate Application Support Specialist to provide technical and customer support for digital applications, websites, and related systems.

The successful candidate will have hands-on experience in help desk support, application troubleshooting, Interactive Voice Response (IVR) systems, digital inquiry management, ticketing systems, and end-user support . The role requires excellent analytical and problem-solving abilities and the ability to explain technical issues clearly to non-technical users.

Bilingual candidates must be proficient in both English and French , including verbal and written communication.

Key Responsibilities

- Application & Technical Support
- Provide technical expertise and application support for assigned applications and application suites.
- Support operating systems, devices, applications, and software as required.
- Provide technical assistance to internal teams and external clients.
- Respond to end-user requests and troubleshoot application-related issues.
- Identify, analyze, and resolve technical issues.
- Escalate complex technical issues to appropriate technical teams and follow through to resolution.
- Communicate technical findings and solutions clearly to non-technical users.
- Assist with application and systems integration activities.
- Help Desk & Ticket Management
- Provide first-level help desk support for IT and website-related issues.
- Manage ticketed queries and ensure inquiries are properly documented.
- Maintain a comprehensive and up-to-date database of queries, issues, and resolutions.
- Track inquiries using Interactive Voice Response (IVR) software and other digital tools.
- Determine appropriate solutions and provide accurate responses to user inquiries.
- Refer users to alternate service channels, technical partners, or appropriate program areas when required.
- Escalate challenging or complex issues to the appropriate level.
- End-User Support & Customer Service
- Provide professional support to end users through telephone and written communication, including email.
- Communicate technical instructions in a concise, clear, and user-friendly manner.
- Listen actively to users and demonstrate patience and empathy.
- Remain calm and professional when handling stressful or challenging situations.
- Provide exceptional customer service and maintain positive client relationships.
- Support users with varying levels of technical knowledge.
- Documentation,



Training & Knowledge Management
- Maintain and update technical documentation, procedures, and support materials.
- Create documentation for applications and support processes as required.
- Deliver regular and customized application training to business teams.
- Train end users on a variety of applications and digital tools.
- Develop and maintain knowledge resources to help support teams respond effectively to inquiries.
- Reporting & Application Maintenance
- Prepare reports for teams across the organization.
- Develop maintenance plans and upgrade schedules for organizational systems.
- Support application maintenance and upgrade activities.
- Coordinate support activities locally and internationally where required.
- Monitor recurring application issues and identify opportunities for improved support processes.

Must-Have Skills & Experience

- Demonstrated prior experience in a help desk or application support role supporting end users with IT or website-related issues.
- Experience supporting digital systems or websites.
- Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools used to track inquiries.
- Experience troubleshooting IT-related issues and escalating complex application issues to technical teams.
- Ability to communicate technical findings and solutions effectively to non-technical users.
- Strong ability to research and identify answers to user inquiries.
- Experience managing competing priorities and multiple user requests.
- Excellent organization and ticket/inquiry management skills.
- Excellent analytical, problem-solving, and decision-making skills.
- Advanced verbal and written communication skills.
- For bilingual agents: advanced English and French communication skills.

Core Skills – 50% Help Desk & Application Support
- Experience providing help desk support to end users in English and French, through telephone and written correspondence where bilingual support is required.
- Experience troubleshooting IT and website-related issues.
- Experience supporting digital systems and applications.
- Experience using IVR software and digital inquiry-tracking tools.
- Ability to research and identify accurate answers to inquiries.
- Experience referring users to alternate support channels.
- Experience escalating issues to technical teams and program areas.
- Ability to manage competing priorities effectively.
- Strong organizational skills to ensure inquiries are properly logged, tracked, and resolved.




- Ability to identify IT-related issues and communicate them effectively to technical teams.
- Ability to explain technical findings and solutions to non-technical users.

Communication Skills – 45%
- Advanced verbal and written communication skills in English and French for bilingual positions.
- Experience communicating with non-technical end users in a help desk or application support environment.
- Ability to provide concise and direct troubleshooting instructions.
- Excellent analytical, problem-solving, and decision-making skills.
- Ability to remain calm, professional, and focused under stressful circumstances.
- Strong active listening and empathy skills.
- Ability to de-escalate difficult user interactions and identify collaborative solutions.
- Ability to recognize situations requiring escalation and refer them to the appropriate level.
- Strong customer service and relationship management capabilities.

Public Sector Experience – 5%
- Experience working in or supporting public-sector environments.
- Understanding of the role of government in providing services to the public.
- Awareness of the service expectations and operational requirements associated with government-supported applications and digital services.

General Professional Skills
- Experience providing application-specific technical expertise.
- Experience responding to application-related queries and resolving or escalating tickets.
- Experience training end users and preparing application documentation.
- Experience troubleshooting managed applications and responding to end-user requests.
- Strong understanding of organizational computing systems.
- Ability to explain complex technical concepts to users with limited IT knowledge.
- Exceptional verbal and written communication skills.
- Excellent listening ability, patience, and empathy.
- Solid customer service and relationship management experience.
- Critical-thinking and analytical skills.
- Ability to work effectively as part of a team.
- Proven ability to meet deadlines and manage competing priorities.

Submission Requirements If you are interested and meet the required qualifications, please submit the following documents to [email protected] by Monday, August 24, 2026, at 10:00 AM EST :

- Updated Resume in Word format – Mandatory
- References – Mandatory
- Expected Hourly Rate – Mandatory
- Visa Status – Mandatory
- LinkedIn ID – Mandatory

Important: Without all mandatory documents, we cannot submit a candidate.

Apply Online

Candidates may also apply through the SM Soft Consulting Job Portal .

If this opportunity is not a fit for you, please share it with qualified Application Support Specialists / Help Desk Specialists with strong experience in end-user support, application troubleshooting, IVR systems, ticket management, digital platforms, customer service, and bilingual English/French support .

📌 Application Support Specialist - Intermediate (Toronto)
🏢 S M Software Solutions
📍 Toronto