Co-op Student - IT Infrastructure
A co-op student joins the End User Services/Service Desk team to deliver first-level IT support: handling incidents, requests, onboarding/offboarding, and equipment inventory for end users in a hybrid role (min 10 office days/month in Waterloo, ON). Core technologies include Office 365, ITIL service management, ticketing systems like ServiceNow, Windows 11, desktop hardware, and Microsoft networki
- Compensation
- Not disclosed
- Location
- Waterloo, ON, CA
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Internship
- Experience
- Not specified
- Category
- Devops
- Posted
Skills
Must have
- Currently enrolled in a post-secondary program that includes a Co-operative (Co-op) work component
- Degree or diploma in Computer Sciences program and/or related industry experience
- Experience with Office 365
- Knowledge of ITIL IT service management processes, ideally with Incident, Problem, Change, SLM, and Service Desk competencies
- Experience with call logging and metrics gathering processes and technologies
- Working knowledge of industry standard helpdesk call tracking systems such as Remedy, Heat, Peregrine, Altiris, or other ITIL-certified application
- Working knowledge of Windows desktop platforms including Windows 11
- Working knowledge of desktop and/or laptop hardware technologies
- Working knowledge of Microsoft networking technologies
- Passion for all things tech
Nice to have
- Experience working with ticketing systems, such as ServiceNow
Full description
The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.
We are looking for a Co-op - Technology, Specialist, Service Desk to join the End User Services team! We’re looking for a motivated student who wants to contribute their skills to our team, who is passionate about customer service excellence while focused on technical support, remains diligent to the process, and above all – does the right thing. In this role, the successful candidate will be responsible for delivery of 1st level IT end-user support of incidents, requests and problems supporting Equitable’s production, pre-production, and disaster recovery environments.
Join one of the region’s top employers and be part of something that truly makes a difference.
Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of ten (10) assigned days each month. You are welcome to work from the office more than the minimum requirement if you choose.
Important Application Instructions: This role is open only to students currently enrolled in a formal co-op program through their post-secondary institution.
To confirm your eligibility, please upload proof of co-op enrollment (e.g., a letter from your school or a screenshot from your student portal, Work Term Record/Transcript etc.). You will have the option to upload this document during the Candidate Information section at the bottom of the application form. Applications without proof of co-op eligibility may not be considered. What you’ll do:
Deploy and recover of computers and other peripheral
Handle onboarding and offboarding requests for our end user base while maintaining inventory and financial tracking of equipment
Provide on-site 1st level Incident and Request management support to IT end-users employees, with a particular emphasis and focus on first call and level resolution
Be accountable and responsible for the monitoring and alerting to key service impacting situations; includes appropriate IT and business escalation management
Be accountable to Service and Operational Level agreements between the business and IT
Continuously improve, automate and innovate the management and delivery of Service Desk process and operations, inclusive of building and documenting improvements
Make decisions independently using logical assumptions and information