Application Support Specialist

Assignment Number: A2869701

Client: Government of Ontario – Community Services Cluster

Location: 315 Front Street, 11th Floor, Toronto, Ontario

Work Arrangement: 100% Onsite – 5 Days per Week

Contract Period: September 1, 2026 – May 10, 2027

Number of Openings: 4

Closing Date: October 16, 2026, at 12:00 PM EST

Submission Limit: Maximum 3 candidates per supplier

Position Overview

The Government of Ontario is seeking four Intermediate Application Support Specialists to provide help desk and end-user support for digital systems, websites, and related IT applications within the Community Services Cluster.

The successful candidates will respond to user inquiries through telephone and written correspondence, troubleshoot application and website issues, maintain accurate inquiry records, and coordinate with technical teams to resolve complex problems. Candidates must demonstrate excellent customer service, analytical thinking, problem-solving, and communication skills.

Bilingual candidates proficient in both English and French are mandatory for this requirement. Candidates must be comfortable supporting non-technical end users in both languages, explaining technical issues clearly, and escalating unresolved issues to the appropriate technical teams or program areas.

The position requires working onsite at the Toronto office five days per week. A mandatory in-person interview is required, with no exemptions.

Key Responsibilities

• Provide help desk and application support to end users experiencing IT, website, digital service, and application-related issues.
  
• Respond to user inquiries over the telephone and through written correspondence, including email, in both English and French.
  
• Troubleshoot user-reported issues, identify possible causes, provide appropriate guidance, and determine when escalation is necessary.
  
• Support digital systems and websites by helping users navigate services, resolve access or functionality issues, and obtain accurate information.
  
• Utilize Interactive Voice Response (IVR) software and digital inquiry-tracking tools to manage, document, and monitor incoming requests.
  
• Maintain accurate, complete, and up-to-date records of inquiries, troubleshooting steps, resolutions, referrals, and escalations.
  
• Research inquiries and identify appropriate answers using available systems, procedures, documentation, and internal resources.
  
• Refer users to alternative support channels, technical partners, or program areas when issues fall outside the scope of first-level support.
  
• Identify and report complex IT and application issues to technical teams, providing clear details to facilitate investigation and resolution.
  
• Communicate technical findings, troubleshooting instructions, and resolution updates in clear, concise language that non-technical users can understand.
  
• Prioritize and manage competing inquiries while ensuring requests are properly logged, addressed, and followed up on.
  
• Remain calm, professional, and empathetic when handling frustrated users, challenging inquiries, and stressful situations.
  
• Actively listen to users, clarify their concerns, and work collaboratively to resolve issues and maintain positive customer relationships.
  
• Escalate complex technical problems and challenging user situations to the appropriate level in accordance with established procedures.
  
• Follow established service standards, support procedures, and documentation requirements while protecting the quality and consistency of user support.
  
• Work collaboratively with internal teams and stakeholders to improve issue resolution and the overall end-user experience.
  

Requirements

Mandatory Qualifications and Required Skills

1. Help Desk and Application Support Experience

• Demonstrated prior experience working in a help desk or service desk role, supporting end users with IT-related, application-related, or website-related issues.
  
• Experience troubleshooting user inquiries over the telephone and through written correspondence, including email.
  
• Demonstrated experience supporting a digital system, online service, website, or software application.
  
• Experience responding to end-user questions, identifying solutions, and providing clear troubleshooting guidance.
  
• Experience handling technical issues and reporting complex or unresolved problems to the appropriate technical team.
  
• Ability to explain technical issues, findings, and solutions to non-technical users in an understandable manner.
  

2. IVR and Inquiry Tracking

• Demonstrated experience working with Interactive Voice Response (IVR) software.
  
• Experience using digital tools or systems to track, manage, document, and monitor inquiries.
  
• Strong organizational skills to ensure all inquiries are accurately logged, appropriately categorized, and followed through to resolution or escalation.
  
• Ability to maintain complete records of user interactions, actions taken, referrals, and issue resolutions.
  

3. Technical Troubleshooting and Issue Resolution

• Demonstrated experience identifying, investigating, and troubleshooting IT, application, or website-related issues.
  
• Ability to gather relevant information from users, assess reported problems, and determine appropriate next steps.
  
• Experience escalating complex application or technical issues to technical teams and communicating findings clearly.
  
• Demonstrated ability to research inquiries, locate accurate information, and guide users toward appropriate solutions.
  
• Experience referring users to alternative channels, including technical support partners and relevant program areas, when required.
  

4. Advanced Communication Skills

• Advanced verbal and written communication skills in both English and French are mandatory.
  
• Demonstrated experience communicating with non-technical end users in a help desk or application support environment.
  
• Ability to provide concise, clear, direct, and easy-to-follow troubleshooting instructions.
  
• Strong active-listening and interpersonal skills, with the ability to understand user concerns and demonstrate empathy.
  
• Ability to remain calm, courteous, and professional under pressure, including when dealing with dissatisfied or frustrated users.
  
• Ability to de-escalate difficult interactions, collaborate with users, and escalate challenging situations to the appropriate level.
  

5. Analytical, Problem-Solving, and Organizational Skills

• Excellent analytical, problem-solving, and decision-making skills.
  
• Ability to assess inquiries, identify possible solutions, and determine when an issue requires escalation.
  
• Ability to manage competing priorities and respond to multiple inquiries in an organized and timely manner.
  
• Strong attention to detail in inquiry tracking, documentation, follow-up, and issue reporting.
  
• Ability to work effectively within established procedures while maintaining service quality and customer satisfaction.
  

6. Customer Service and Stakeholder Support

• Demonstrated commitment to providing responsive, professional, and user-focused technical support.
  
• Ability to establish positive relationships with end users and internal stakeholders.
  
• Patience and professionalism when supporting users with varying levels of technical knowledge.
  
• Ability to coordinate with technical teams and program areas to support timely issue resolution.
  

Preferred Qualifications

• Experience working in the public sector or supporting government services.
  
• Understanding of the public sector and the government's role in delivering services to the public.
  
• Experience supporting public-facing digital services, government websites, or online service delivery platforms.
  

Work Arrangement and Interview Requirements

• Work location: 315 Front Street, 11th Floor, Toronto, Ontario.
  
• Onsite requirement: Five days per week; remote work is not offered for this assignment.
  
• Language requirement: Bilingual English/French proficiency is mandatory.
  
• Interview format: Mandatory in-person interview; no exemptions.
  
• Submission deadline: October 16, 2026, at 12:00 PM EST.
  
• Supplier submission limit: A maximum of three candidates may be submitted.
  

Ideal Candidate Profile

The ideal candidate is a bilingual English/French application support professional with hands-on help desk experience, strong IVR and inquiry-tracking skills, and a proven ability to troubleshoot digital system and website issues. The candidate will combine technical problem-solving with excellent customer service, accurate documentation, effective escalation practices, and clear communication with non-technical users.

Candidates should demonstrate the ability to manage competing priorities, remain composed in challenging situations, and work collaboratively with technical teams and program areas to deliver reliable end-user support.

Account Manager Screening Priorities: Prioritize candidates who can substantiate all mandatory requirements, particularly bilingual English/French verbal and written communication, help desk support experience, IVR software experience, digital inquiry-tracking tools, digital system or website support, technical issue escalation, and strong analytical and problem-solving skills. Confirm availability to work onsite five days per week in Toronto and attend a mandatory in-person interview before submission.