IT Help Desk

Location
Toronto, ON, on-site 5 days per week at 315 Front Street

Language
Advanced written and verbal communication skills in English and French

About the Opportunity
This is an opportunity to support a high-profile digital service within the public sector, helping members of the public navigate online systems and resolve technical or website-related issues. You’ll be part of a service-focused environment where clear communication, patience, and practical problem-solving directly shape the user experience.

Working closely with end users, program teams, and technical partners, you’ll help troubleshoot issues, document inquiries, identify solutions, and escalate more complex concerns when needed. This role is well suited to someone who enjoys helping people, can stay composed in challenging situations, and knows how to translate technical information into clear, accessible language.

What’s In It for You
You’ll gain hands-on experience supporting a large-scale public-facing digital service while collaborating with both technical and non-technical teams. You’ll work in an environment that values strong service, thoughtful problem-solving, teamwork, and the ability to make a meaningful impact for people accessing essential public services.

Your Responsibilities
• You’ll provide front-line help desk support to end users by phone and written correspondence, including email.
• In this role, you’ll troubleshoot IT, website, and digital system issues and guide users through clear, practical solutions.
• You’ll use Interactive Voice Response (IVR) software and digital tracking tools to accurately document and manage inquiries.
• You’ll research answers, refer users to alternate service channels, and escalate complex issues to technical or program partners.
• You’ll communicate technical findings in clear, non-technical language so users understand the issue and next steps.
• You’ll manage competing priorities while ensuring inquiries are properly logged, tracked, and resolved.
• You’ll handle challenging interactions professionally, using active listening and empathy to help defuse concerns and identify collaborative solutions.

Skills and Qualifications
• Previous help desk experience supporting end users with IT, website, or digital system issues by phone and written correspondence.
• Hands-on experience with Interactive Voice Response (IVR) software and digital tools used to track and manage inquiries.
• Experience supporting a digital system or website and troubleshooting user-facing technical issues.
• Strong ability to identify answers, investigate issues, and escalate complex application concerns to technical teams when appropriate.
• Advanced verbal and written communication skills in English and French, with the ability to communicate clearly with non-technical users.
• Excellent analytical, problem-solving, decision-making, organizational, and priority-management skills.
• Experience and understanding of the public sector and the role government plays in delivering services to the public.

Why Partner with Altis
If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals.All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.