Position Summary/About the role

Job Title: Application Support Specialist - Intermediate
Duration: 277 days (Extension possible)
Location: 315 Front Street, 11th Floor, Toronto ON - Onsite (This position will require the consultant to work from the office location 5 days per week.)
Hours / day: 7.25

Description:
Child Care and Early Years IT Modernization: Sector-Facing Help Desk FFS Resources

Ministry of Education (EDU) is launching a new child care and early years digital tool that will be used by service system managers (SSMs), operators, and families.
A dedicated sector-facing help desk for SSMs and operators will support end users with inquiries about the use and navigation of the new child care and early years digital tool and direct users to any additional support they may need (e.g., Tier 2 technical support, local resources). This sector-facing help desk will be housed within EDU and directly managed/overseen by the Early Years Branch. Four Fee-For-Service (FFS) Application Support Specialists, intermediate level, are required for this help desk.

Assignment Description:
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 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
• Manages coordination at a local and international level where required 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 providing expertise and technical knowledge about a specified application or suite of applications
• Experience responding to queries and resolving issues with specified software applications and 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 for meeting deadlines, managing competing priorities and client relationship management experience
• Intimate knowledge of an organization's computing systems
• Ability to explain complex ideas to those with limited IT and systems knowledge
• Exceptional verbal and written communication skills
• Listening ability and patience
• Extraordinary customer service and relationship management experience
• Critical thinking skills
• Experience and Skill Set Requirement

Bilingual agents
Core Skills - 50%

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, in both English and French, both over-the-phone and by written correspondence (e.g., email)
• 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
• 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
• 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

Communication Skills - 45%

• Advanced verbal and written communication skills, in both English and French
• 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
• Excellent analytical, problem-solving, and decision-making skills
• Demonstrated experience to stay calm and professional 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

Non-bilingual agents
Core Skills - 50%

• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues, both over-the-phone and by written correspondence (e.g., email)
• Demonstrated experience working with Interactive Voice Response (IVR) software and digital tools to track inquirie
• Demonstrated experience with providing support for a digital system or website
• 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
• 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

Communication Skills - 45%

• Advanced verbal and written communication skills
• 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
• Excellent analytical, problem-solving, and decision-making skills
• Demonstrated experience to stay calm and professional 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

Must Have:

• 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

Nice to Have:

• Experience and understanding of the public sector and government's role in providing services to the public

About CVC

Compu-Vision Consulting, Inc. is a leading provider of consulting and workforce solutions across IT, healthcare, engineering, life sciences, and professional services. Since 1998, we have supported organizations nationwide with scalable, cost-effective services that drive innovation and operational excellence. Backed by an experienced professionals and strong industry expertise, Compu-Vision is a trusted partner helping mission-driven organizations navigating complex and evolving needs. Join us and be part of a team dedicated to quality, accountability, and measurable impact across industries.

Equal Opportunity Employer Note

Compu-Vision Consulting, Inc. is an Equal Opportunity/Affirmative Action Employer and does not discriminate based on age, color, disability, ethnicity, marital or family status, national origin, race, religion, sex, sexual orientation, veteran status, or any other characteristic protected by law.