Job Title: Application Support Specialist - Intermediate Location: Toronto, Ontario Work Model: Onsite Duration: 8 months Extension: 1 Time 2 Non-bilingual agents and 2 Bilingual agents Must Haves Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquiries Demonstrated experience with providing support for a digital system or website Experience dealing with IT-related issues, and able to report issues to technical team to help find solutions for more complex application issues, and communicate 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 Mandatory in-person interview.

No exemptions will be made.

Description / Responsibilities / Skills Responsibilities Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Assists with systems integrations Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date Maintains and updates technical documents and procedures Identifies and resolves technical issues Delivers regular and customized training to teams within the business Prepares maintenance plans and upgrades schedules for the organization's systems Develops reports for teams across the business General Skills Experience training end users on a variety of applications and creating documentation when necessary A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience Ability to explain complex ideas to those with limited IT and systems knowledge Extraordinary customer service and relationship management experience Listening ability and patience Deliverables Comprehensive database of queries and resolutions kept up to date Technical documents and procedures maintained and updated Regular and customized training delivered to teams Maintenance plans and upgrades schedules prepared Reports developed for teams across the business Experience & Skill Set Requirements Core Skills - 50% Demonstrated experience of knowing how to find answers to inquiries Demonstrated experience with referring users to alternate channels (e.g., escalation to technical partners, referrals to program areas) Ability to manage competing priorities Advanced organization skills to make sure that all inquiries are responded to properly logged Communication Skills - 45% Demonstrated experience communication with non-technical end users in a helpdesk supporting capacity Ability to convey concise and direct communication to end users to troubleshoot issues Demonstrated experience to stay calm and qualified under stressful situations Ability to active listen and empathize with users to defuse tension and find collaborative solutions Ability to escalate challenging user situations to the appropriate level Public Sector Experience - 5% Experience and understanding of the public sector and government's role in providing services to the public

📌 Application Support Specialist - Intermediate (Toronto)
🏢 Innosystech
📍 Toronto