Job Specifications
At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.
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 two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.
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 be doing:
Deployment and recovery of computers and other peripherals
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
Accountable and responsible for the monitoring and alerting to key service impacting situations; includes appropriate IT and business escalation management
Accountable to Service and Operational Level agreements between the business and IT
Continuous improvement, automation and innovation in the management and delivery of Service Desk process and operations, inclusive of building and documenting improvements
Make decisions independently using logical assumptions and information
Develop highly effective relationships with customers, peers, and operational staff characterized by mutual trust and respect
Perform other duties as required
Fostering a culture of continuous learning and growth within the team, helping individuals achieve their personal and professional goals.
What you’ll bring:
Candidates must be currently enrolled in a post-secondary program that includes a Co-operative (Co-op) work component
Degree or diploma in a Computer Sciences program and/or related industry experience
Experience with Office 365
Experience working with ticketing systems, such as ServiceNow, an asset
Knowledge of ITIL IT service management processes, an ideally specific experience working within 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!
What’s in it for you:
Career Growth: Regular learning sessions and development opportunities, plus our Co-op Student Buddy Program, “EQ Crew”
Total Rewards: Allowance provided in place of vacation pay and benefits
Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach
At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or altern
About the Company
At Equitable our belief in the power of working together guides how we work with each other. How we help our clients and partners. And how we support the communities where we live and work. Together, with partners and advisors across Canada, we offer Individual Insurance, Group Insurance and Savings and Retirement solutions.
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