Technical Support Specialist II, IT Service Desk (6-mo Contract)

At Nelson, we’ve been shaping the future of education for children and youth across Canada for over 110 years. As the country’s largest K-12 education content provider, we remain dedicated to our legacy of looking forward, paving the way in creating boundless, accessible, and engaging learning experiences for all. 

Our innovative solutions, including Edwin, our digital learning platform, provide curriculum-aligned content that support diverse learning styles while fostering critical thinking, creativity, and lifelong learning. We listen intently to the unique needs of educators, students, and administrators everywhere, and continuously evolve what we do and build to improve their lives daily. 

When we’re searching for individuals to join our team, we look for bold, innovative team players with a passion for education and making a positive difference in our communities. If this sounds like you, we want to hear from you! Apply to join our team today. Let’s Create Possible, one learner at a time. 

About the Role

As a Technical Support Specialist Tier II, you will manage advanced technical issues, provide expert-level support, and play a crucial role in infrastructure and security management. This position requires handling complex technical challenges while supporting organizational IT objectives and maintaining operational continuity.

Key Accountabilities

• Advanced Technical Support

• Resolve complex software, hardware, and network issues
• Handle escalations from Tier 1 support
• Provide expert-level troubleshooting and problem resolution
• Manage critical user support requests
• Support advanced system configurations and deployments
• Infrastructure Management
• Assist in maintaining core IT infrastructure
• Support network systems and security protocols
• Manage system updates and patches
• Monitor infrastructure performance and stability
• Implement technical improvements and optimizations
• Security Administration
• Implement and maintain security protocols
• Manage endpoint security solutions
• Conduct security awareness training
• Monitor and respond to security incidents
• Ensure compliance with security policies
• System and Endpoint Management
• Administer mobile device management solutions
• Manage desktop and laptop deployments
• Configure and maintain endpoint security
• Oversee system access and permissions
• Implement automated management tools
• Project Support & Implementation
• Participate in IT project planning and execution
• Support new technology implementations
• Assist with system upgrades and migrations
• Contribute to technical documentation
• Help evaluate new technologies
• Advanced Documentation & Knowledge Management
• Create comprehensive technical documentation
• Develop advanced troubleshooting guides
• Maintain detailed solution repositories
• Create training materials and guides
• Document complex procedures and configurations
• Office Technology Management
• Oversee office equipment functionality
• Manage printing and scanning systems
• Support audio/visual equipment
• Maintain office automation systems
• Ensure business continuity of office technology

Requirements

• Post-secondary diploma in Computer Science, Information Technology, or related field; or equivalent work experience
• 3+ years of technical support experience
• Advanced troubleshooting and problem-solving skills
• Strong knowledge of IT infrastructure and security protocols
• Experience with system and network administration
• Proven track record of handling complex technical issues
• Excellent project management and documentation abilities
• Strong communication and leadership skills
• Relevant technical certifications preferred

Who You Are

The successful candidate for this position will be a friendly, customer-oriented IT Support professional with a bias for action and the ability to take initiative. You bring proven technical support experience in a fast-paced environment, love to talk to people, work fast, and solve problems.

Benefits

Compensation

The base salary range for this contract full-time position begins at $50,000+ per annum based on experience. Compensation is part of our broader Total Rewards package, which includes benefits and programs that support employee well-being and growth.

What We Offer

At Nelson, we believe in taking care of our people.

Your well-being, growth, and work-life balance matter to us, which is why we offer a comprehensive benefits package designed to support you - professionally and personally.

The below benefits apply to this temporary contract position:

• This role is primarily on-site with some hybrid flexibility, M-F, standard business hours
• Commuter friendly location (Sheppard & Don Mills)
• Free parking on-site
• Free, convenient shuttle bus service from Don Mills Subway Station to and from the office
• Access to on-site fitness center and fitness classes
• Access to Linkedin Learning for continuous skill growth
• Mentorship and professional development opportunities
• A comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling, and many things in-between.

This 6-month contract role covers a parental leave. There is opportunity for extension based on performance and the needs of the business.

Don't have 100% of the above qualifications? Do you still think Nelson is a great fit for you? We encourage you to apply anyway!

Our EDI Statement

Nelson teaches the world by learning from everyone in it. 

We are committed to fostering an equitable, diverse, and inclusive workplace environment. This is an integral part of our company’s culture and mission that aligns with our four key pillars of Employee Diversity, Developing Authentic and Accurate Content, Amplifying External Voices, and Supporting the Local Community and Beyond.

We believe in the power of education and our ability to impact social change.  Truth, honesty, integrity, and respect guide our decisions and actions in the development of learning solutions that empower success for all educators and learners. 

We value a respectful, inclusive, and safe workplace that nurtures belonging and represents many different cultures, backgrounds, perspectives, and opinions.  Everyone is free to be who they are. 

We foster and continue to build relationships that are equitable, diverse, and inclusive with existing and future partners in education.

We commit to holding ourselves accountable by creating measurable short and long-term goals that place equity, diversity, and inclusion at the core of what we do in our resources, the workplace, the educational community, and in the larger society. 

We strive to build an inclusive world for everyone.  We are stronger together.

AI and Automated Hiring Tools

Nelson uses AI support tools in our applicant tracking system to help with tasks such as summarizing points and anonymizing applications. All candidate screening, assessments, and hiring decisions are done by people.

Interview Outcome Notification

Nelson is committed to keeping candidates informed. All candidates who attend an interview for a publicly advertised role will be notified of the outcome of their candidacy.  Candidates will be notified of the hiring decision no later than 45 days after the last interview.

Our Commitment

Nelson is an equal opportunity employer and is committed to Inclusion, Equity and Diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status. 

Should you require any accommodation during our recruitment and selection process, please reach out to [email protected].