- Company Name
- Equitable
- Job Title
- Co-op Student - IT Infrastructure (Service Desk)
- Job Description
-
**Job title**: Co‑op Student – IT Infrastructure (Service Desk)
**Role Summary**:
Provide first‑line technical support for end‑users in a co‑operative student role, managing incidents, requests, and problems across production, pre‑production, and disaster recovery environments. Deliver services in alignment with ITIL‑based processes, monitor service health, enforce SLAs, and drive continuous improvement initiatives.
**Expactations**:
- Enrolled in a post‑secondary co‑op program.
- Current university student with a course load that includes a work component.
- Willingness to work onsite at least two consecutive days every other week (hybrid schedule).
- Proactive, customer‑focused, and able to make independent decisions using logical reasoning.
**Key Responsibilities**:
- Deploy, configure, and recover computers and peripherals.
- Manage onboarding/off‑boarding of end‑users, track inventory and financial accounting of equipment.
- Handle first‑call, level‑one incident and request resolution; log all activities accurately in the ticketing system.
- Monitor service‑impacting alerts, perform appropriate escalation to maintain SLA commitments.
- Apply ITIL processes (Incident, Problem, Change, Service Level Management, Service Desk).
- Participate in continuous improvement, automation and documentation of Service Desk operations.
- Build effective relationships with customers, peers, and operational staff.
- Fulfill additional duties as assigned to support team objectives.
**Required Skills**:
- Proficiency with Office 365.
- Experience with ticketing platforms (ServiceNow preferred; familiarity with Remedy, Heat, Peregrine, Altiris, or other ITIL‑certified call‑tracking systems).
- Understanding of ITIL concepts and competency in Incident, Problem, Change, SLM, and Service Desk roles.
- Ability to track call metrics, generate reports, and identify improvement opportunities.
- Working knowledge of Windows 11 desktop environment and associated hardware.
- Familiarity with Microsoft networking technologies (Active Directory, DNS, DHCP, VPN).
- Strong analytical, communication, and interpersonal skills.
**Required Education & Certifications**:
- Currently pursuing a degree or diploma in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification or equivalent is desirable.
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