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, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect. This role will respond to 1st level IT end-user support of Incidents, Requests, and Problems which support Equitable Life’s production, pre-production, and disaster recovery technology environments. Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.
Position Title: Senior Technology Specialist, Service Desk
Reports To: Senior Technology Manager, Digital Workplace
Department: IT
Term: Permanent Full-Time
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.
What you will be doing:
Delivery of end-user incident and request management services
Working in conjunction with various IT teams as necessary.
Ensure an end-user’s satisfaction and ability to properly operate technology products and services.
Support the implementation of corporate policies, standards, and procedures that provide effective architecture, governance, and management of Equitable Life’s technical systems and solution
Collaborate with Business and IT roles on the solution design, development and quality management of shared infrastructure systems and applications across organizational functions
Work with internal and external teams to increase client satisfaction by improving the quality of systems and products through identification of issues, on-going maintenance, and implementation of solutions
Perform hands-on configuration and troubleshooting of components including the maintenance, upgrading or replacement of hardware and/or application software
Assist in the maintenance of existing internal processes and quality system management documentation to uphold quality standards
Inspect systems and processes to identify opportunities for improvements to workflow and enhanced efficiencies
Monitor capacity usage and performance of assigned technologies to assure operational availability and process integrity
Provide technical guidance to peers and/or end-users regarding technologies that enable continuous delivery of shared solutions
Provide technical leadership for more junior team members, oversee solutions to solution implementation to ensure compliance with security, governance, and other business directives
What you will bring:
5+ years experience in IT, with multi-domain expertise;
Post-secondary degree or equivalent combination of education and experience in the following or related discipline: computer science, computer systems engineering, software engineering
Deliver efficient, high-quality service and remove obstacles to meet commitments.
Inspire and coach colleagues; model expected behaviors and professionalism.
Demonstrate empathy and resolve client inquiries promptly, including complex issues.
Act as a brand ambassador; share expertise and train others to improve performance.
Stay current with regulations and balance compliance with exceptional client experience.
Critically evaluate processes; lead or contribute to improvements and innovation.
Pursue continuous learning and share knowledge to enhance team effectiveness.
Communicate clearly and respectfully; provide constructive feedback and manage conflict.
Foster inclusivity, embrace diversity, and influence others through emotional intelligence.
Adapt to changing priorities; model flexibility and resilience in ambiguous situations.
Analyze evidence, make sound judgments, and manage competing priorities effectively.
Take calculated risks and make creative decisions to improve strategies and outcomes.
Lead by example; drive results, involve others in planning, and coach for development.
Recognize contributions, build trust, and inspire commitment to organizational vision.
ITIL v3 Foundations and/or HDI Help Desk Analyst certification. ITIL Practitioner/Service Manager or Microsoft certification a strong asset.
Enterprise IT Service Management and ticketing platforms, with particular emphasis on call management, analytics, performance management, escalations, and process integration.
Microsoft Windows desktop platforms and Microsoft productivity and collaboration applications (Office365).
Desktop/notebook hardware technologies, collaboration, and audio-visual.
ITIL processes, primarily focused on Incident, Request, and Problem Management.
What’s in it for you:
A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day.
A healthy work-life balance with employee wellness top of mind
Annual bonus program, annual vacation allowance, and company-paid benefits program
Generous vacation package with one volunteer day to give back to a charity of your choice
Immediate enrollment in the company’s pension program with employer matching
Employee resource groups that support an inclusive work environment
Tuition support and specialized program assistance
An onsite full-service cafeteria with a variety of daily options
Discounts on company products and services, and access to exclusive employee perks
Regular EQ Together events focused on company togetherness and collaboration
As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.
This position is available due to an existing vacancy.
We're dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.
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