Technical Support Specialist II, IT Service Desk

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.

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.

• 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

• 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

• Implement and maintain security protocols
• Manage endpoint security solutions
• Conduct security awareness training
• Monitor and respond to security incidents
• Ensure compliance with security policies

• Manage desktop and laptop deployments
• Configure and maintain endpoint security
• Oversee system access and permissions
• Implement automated management tools

• Participate in IT project planning and execution
• Support new technology implementations
• Assist with system upgrades and migrations
• Contribute to technical documentation

• 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

• 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

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.

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.

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…