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About the Role

The Helpdesk Technician is the primary point of contact for employees experiencing technology issues, providing Tier 1 support for hardware, software, and account access. This role is crucial for maintaining employee productivity and ensuring a smooth employee experience as the company grows.

Responsibilities

• Respond to and resolve incoming helpdesk tickets covering hardware, software, and connectivity issues in a timely, professional manner.
• Prepare, configure, and deploy laptops and equipment for new hires.
• Manage equipment retrieval and account deactivation for departures.
• Handle password resets, permission changes, and user account administration across core business systems.
• Track IT hardware inventory, coordinate repairs, warranty claims, and replacements with vendors.
• Maintain internal knowledge base articles and standard operating procedures.
• Identify and route complex issues to Tier 2/3 support or appropriate technical staff, ensuring clear handoff notes.
• Perform other duties as assigned.

Requirements

• Diploma/Degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
• 1-3 years of experience in a helpdesk, desktop support, or technical support role.
• Working knowledge of Windows and macOS operating systems, Microsoft 365, and common business productivity tools.
• Familiarity with user account and access management (Active Directory, Azure AD, or similar identity platforms).
• Basic understanding of networking fundamentals (Wi-Fi, VPN, TCP/IP troubleshooting).
• Experience using a ticketing/helpdesk system (e.g., Zendesk, Freshservice, Jira Service Management).
• CompTIA A+ certification is an asset (or actively working toward it).
• Strong customer service orientation with clear, patient communication skills.
• Ability to manage and prioritize multiple concurrent requests in a fast-paced environment.

Skills

• Hardware troubleshooting
• Software troubleshooting
• Account access management
• Windows OS
• macOS
• Microsoft 365
• Active Directory
• Azure AD
• Networking fundamentals
• Ticketing systems
• Customer service
• Communication skills
• Prioritization

Location

• Office
• Work From Home

Work Type

• Hybrid

Experience Level

• 1-3 years

Education Level

• Diploma/Degree in Information Technology, Computer Science, or related field (or equivalent practical experience)

Benefits

• Comprehensive Time Off
• Competitive paid vacation
• Holistic Wellness Leave
• Comprehensive Health Benefits

About the Company

• Mortgage Automator is revolutionizing the lending industry with a comprehensive, end-to-end platform that eliminates manual bottlenecks in private lending.
• Our software streamlines the entire pipeline from origination and underwriting to automated servicing and investor reporting.
• We are a fast-growing FinTech company, customer-centric, ambitious, and rooted in the lending community.
• We are building the 'operating system' for private lenders, fostering a culture of ownership, high-speed execution, and decentralized decision-making.