Technology Specialist, Service Desk

Equitable is a Canadian mutual company dedicated to putting people first and helping Canadians prepare for the future. They are seeking a Technology Specialist, Service Desk to support and enhance technology solutions and infrastructure, ensuring a reliable service experience for end users. The role involves incident management, troubleshooting, and collaborating with IT and business teams to improve technology services. Responsibilities Deliver end‑user incident and request management services to ensure users are able to effectively operate technology products and services Act as a primary point of contact for service requests and incidents, coordinating with internal IT teams as needed to ensure timely and effective resolution Manage, track, and escalate service requests and incidents through the enterprise service management platform to support consistent service delivery Perform hands‑on troubleshooting, maintenance, upgrades, and replacement of end‑user hardware and application software as required Collaborate with Business and IT partners on the delivery, quality management, and ongoing support of shared infrastructure systems and applications Work with internal and external teams to identify recurring issues, support root‑cause analysis, and implement solutions that improve system stability and user experience Support the implementation and adherence to corporate IT policies, standards, procedures, and governance practices related to service desk operations Assist in maintaining and updating internal processes, workflows, and quality management documentation Review systems, tools, and support processes to identify opportunities for workflow improvements and increased operational efficiency Monitor the performance, availability, and utilization of supported technologies to help ensure service reliability and continuity Provide guidance and support to end users and peers to enable effective use of technology solutions and tools Skills Post‑secondary education or an equivalent combination of education and experience in computer science, computer systems engineering, software engineering, or a related discipline Experience delivering end‑user incident and request management services, with a strong focus on client satisfaction and effective use of technology products and services Working knowledge of enterprise IT service management and ticketing tools, including call management, escalations, performance tracking, and process integration Experience supporting Microsoft Windows desktop environments, Microsoft 365 productivity and collaboration tools, and end‑user hardware such as desktops, laptops, and audio‑visual technology Understanding of IT service management practices, particularly Incident, Request, and Problem Management Client‑focused mindset, demonstrating professionalism, empathy, and a commitment to resolving inquiries efficiently, ideally at first point of contact Growth mindset with a solution‑focused approach, including a willingness to challenge existing processes, seek feedback, apply learnings, and contribute to continuous improvement and innovation Strong interpersonal and communication skills, with the ability to share knowledge, provide constructive feedback, adapt to diverse working styles, and synthesize information for different audiences Ability to adapt to changing priorities, maintain a positive approach under pressure, and adjust to new information or evolving requirements Strong critical reasoning and judgement skills, including the ability to make timely decisions, manage competing priorities, and act in accordance with established policies and procedures Demonstrated ownership, accountability, and leadership through day‑to‑day work, including escalating issues appropriately, recognizing others' contributions, and leading by example Commitment to continuous learning, including working toward relevant technical or industry certifications Benefits Career Growth: Regular learning sessions and development opportunities 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 Company Overview At Equitable, we believe in the power of together. This is how we focus on our clients. It's how we support advisors and give back to our communities. It was founded in 1920, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is