Application Specialist

If you are looking for a positive work environment, a sense of belonging, purpose and happiness of human dimensions, where collaboration and continuous improvement are part of your day-to-day, and where you have a direct impact on the customer experience, you are at the right place

Omnitrans, a leader in Canadian customs brokerage, is seeking a Application Specialist (Help Desk) to join our Information Technology team.

The Application Help Desk Specialist will provide first-line support for multiple line-of-business applications, assisting end-users with technical issues and ensuring smooth system operation. This entry-level role requires industry knowledge to effectively troubleshoot application-related problems and communicate solutions to users. The analyst will work closely with internal teams and external vendors to resolve issues and maintain a high level of service.

What you'll do:

• Provide first-level support for business applications and, when needed, general end-user technical issues.
• Provide backup support to the Technical End-User Support team during peak workload, staff shortages, or scheduled vacations.
• Assist with frontline technical troubleshooting when required, ensuring continuity of end-user support.
• Troubleshoot application errors, escalating complex problems to senior team members or vendors as needed.
• Log, track, and manage support tickets within the ticketing system, ensuring timely resolution of issues.
• Assist in testing application updates, patches, and new implementations to ensure proper functionality.
• Document troubleshooting steps, resolutions, and common issues to improve support efficiency.
• Train and guide users on application functionality, best practices, and troubleshooting techniques.
• Administers and manages user access to designated applications, ensuring permissions align with roles and responsibilities.
• Participate in the IT on-call rotation, responding to priority incidents and escalating when needed.
• Work closely with internal IT teams and external vendors to diagnose and resolve software issues.
• Monitor system performance and report recurring problems or potential enhancements.
• Ensure compliance with company policies and industry standards related to application usage and security.
• Stay updated on industry trends, application updates, and best practices to improve support capabilities.

What you bring:

• Bachelor's degree in information technology, Business, or a related field (or equivalent industry experience).
• At least 3 years relevant experience.
• Basic understanding of business applications and industry-specific software.
• Strong troubleshooting and problem-solving skills with attention to detail
• Excellent communication and interpersonal skills to interact with end-users and technical teams
• Ability to learn and adapt quickly to new technologies and applications.
• Familiarity with ticketing systems and IT support workflows is a plus
• Experience with SQL queries, scripting, or reporting tools is an advantage.
• Customer service-oriented mindset with a proactive approach to issue resolution

What we offer:

• Be part of a well-established international company, combining 45 years of experience in Customs Brokerage & Logistics services.
• Have an impact on the growth of the company.
• A hybrid work environment with 2 days per week at the office.
• 24/7 telemedicine platform and an extra healthcare account expense.
• Have access to a complete insurance program of dental & medical services.
• Grow your career in a reputable company.
• Work in a flexible company with an agile mindset.

Omnitrans is committed to creating and maintaining an accessible and inclusive work environment to eliminate discrimination based on age, skin colour, origin, religion, sex, sexual orientation and any other characteristic.