Information Technology

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.

**About the Role**:
The Information Technology (IT) Service Desk Intern will support the Service Desk team and be the first point of contact for IT support requests, providing basic technical assistance to users. You will focus on troubleshooting common issues and escalating more complex problems to higher-level support, ensuring smooth day-to-day operations.

**Key Accountabilities**:

- Ticket Management: Log, track, and update service desk tickets, ensuring timely resolution or escalation.
- User Support: Assist users with password resets, software installations, hardware troubleshooting, and basic IT support.
- Hardware Support: Assist with setting up, configuring, and troubleshooting desktops, laptops, printers, and peripherals.
- Escalation: Identify complex issues and escalate them to Tier 2 or higher-level support.
- Documentation: Maintain accurate records of customer interactions and resolutions. Update the knowledge base with common troubleshooting steps.
- Onboarding & Offboarding: Assist with setting up and disabling user accounts, including software, hardware configurations, and workstation setups.
- Basic Asset Management: Help maintain IT inventory, track hardware assets, and support device lifecycle management.

**Requirements**:

- Currently pursuing or recently completed a degree/diploma in IT, Computer Science, or a related field.
- Basic knowledge of operating systems (Windows, macOS, Linux), software installations, and networking fundamentals.
- Strong troubleshooting skills for software, hardware, and network issues.
- Good communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work in a team-oriented environment and escalate issues when needed.
- Detail-oriented with strong documentation and organizational skills.
- Eagerness to learn, adapt, and take initiative in a fast-paced IT environment.

**Nice to Haves**:

- Familiarity with service desk ticketing systems.
- Basic knowledge of networking concepts (e.g., IP addressing, DNS).
- Experience with Microsoft Office 365 and Windows operating systems.
- Customer service experience or prior technical support exposure.
- Interest in pursuing a career in IT support or systems administration.

**Who You Are**:

- Friendly and professional, serving as the first line of support for customers
- Strong communication skills, both written and verbal
- Skilled in troubleshooting and problem-solving
- Quick learner with the ability to adapt to new challenges
- Collaborative team player who works well with others

**Benefits**

Flexibility & Time Off
- Hybrid work model with remote and in-office options- This position requires you to come into our office 4-5 days per week depending on team needs.
- Flexible work hours (divisional dependent) - 37.5 hours per week

**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.

**Our Commitment**

Nelson is an equal opportunity employer and is committed to Inclusion, Equity and Diversity. As part of this commi