Co-op Student - IT Infrastructure

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
Develop highly effective relationships with customers, peers, and operational staff characterized by mutual trust and respect
Perform other duties as required

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, “Equitable 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 alternative formats at any stage, just reach out to us at [email protected]. We’re happy to help.

Your base pay will follow your school’s recommended co-op earnings guidelines, ensuring fair and consistent compensation for your placement.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. Reports To: Senior Technology Manager, Digital Workplace Department: IT Infrastructure Work Term: January 2027 - April 2027 or longer (We are looking for a student to stay with us for 4 months, or 8 months consecutively. Please indicate in your application if you are interested in staying with us for a 4 month or 8 month term)