Technical Support Specialist II, IT Service Desk

Position: 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   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
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
Oversee office equipment functionality
Manage printing and scanning systems
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.
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…