IT - Application Support Analyst – Level 2

Summary
Achev’s IT pillar supports organizational systems through four teams: Application Support, Production Support, Architecture, and Infrastructure. The Application Support Analyst will join the Application Support team, reporting to the Manager of Customer Services and Business Development. This role focuses on frontline 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

• Respond to phone calls, emails, 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 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) preferred.
• Excellent verbal and written communication skills, including professional phone etiquette.
• High level of interpersonal skills; ability to work collaboratively with diverse stakeholders

Salary rate: 45,000
This is a current vacancy. Please note that we use AI tools in our application screening process. All hiring decisions involve human review.