At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalized programs and services that empower our clients to prosper and our communities to thrive.We thrive in a OneAchev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth.
Join us in helping diverse Canadians and newcomers achieve their full potential!
Achev’s latest Impact Report: www.Achev.ca
Summary
Achev’s IT pillar supports organizational systems through four teams: Application Support, Production Support, Architecture, and Infrastructure. The Bilingual Application Support Analyst will join the Application Support team, reporting to the Manager of Customer Services and Business Development. This role focuses on frontline bilingual support for the History for Assessments, Referrals and Training system (HARTs) and other assigned applications. The analyst will ensure reliable application performance, user support, and accurate documentation, contributing to Achev’s mission of empowering newcomers to Canada.
Duties & Responsibilities
- Provide bilingual (English/French) support to end-users via phone, email, and tickets, documenting all inquiries in JitBit.
- Troubleshoot and resolve application/software issues, escalating to Production Support or Infrastructure teams when required.
- Analyze user requests and errors to determine the best solutions and resource use.
- Collaborate with DBAs to ensure inquiries and data entry errors are addressed promptly.
- Track bugs and new work items using Azure DevOps.
- Support end-users with application navigation, data entry, and reporting functions.
- Prepare bilingual training materials and assist trainers during sessions or meetings.
- Compile monthly reports on helpdesk activity, including call volumes, user concerns, and programming updates.
- Participate in testing new features and system updates; document and share test cases/results.
- Create, update, and maintain statistical reports for stakeholders.
- Perform other duties as assigned.
Qualifications
- Minimum post-secondary education in Information Technology, Computer Science, or a related field (e.g., IT Support, Computer Systems Technology, Network Administration), or equivalent job experience in application/software support.
- Certifications or training in Microsoft Azure, ITIL, DevOps methodologies, database administration, or helpdesk/service desk operations are considered assets.
- Previous experience in application/software support or an IT helpdesk environment.
- Familiarity with ticketing systems (JitBit, SolarWinds) and DevOps methodologies.
- Experience troubleshooting application errors, user access issues, and system configurations.
- Bilingual (English/French) required to support diverse client and stakeholder groups.
- Excellent verbal and written communication skills, including professional phone etiquette.
- High level of interpersonal skills; ability to work collaboratively with diverse stakeholders.
Salary rate: $51,970
This is a current vacancy. Please note that we use AI tools in our application screening process. All hiring decisions involve human review.
We’re looking to welcome people to our diverse, inclusive, and authentic workplace. We especially welcome applications from members of racialized groups, Indigenous peoples, persons with disabilities, persons of diverse sexual orientations and gender identities and others with the skills and knowledge to productively engage with diverse communities. We are committed to a selection process and work environment that is inclusive and barrier-free. So, if you’re excited about this role or another one, please apply on our website www.achev.ca
