Helpdesk Technician

Company Overview Mortgage Automator is on a mission to revolutionize the lending industry by providing a comprehensive, end-to-end platform that eliminates the manual bottlenecks of private lending. Our innovative software empowers lenders to streamline their entire pipeline from origination and underwriting to automated servicing and investor reporting, so they can focus on scaling their business with confidence. As one of the fastest-growing FinTech companies in North America, Mortgage Automator is customer-centric, ambitious, and deeply 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. Job Summary The Helpdesk Technician serves as the first point of contact for Mortgage Automator employees experiencing technology issues, providing responsive, friendly, and effective Tier 1 support across hardware, software, and account access. This role is central to keeping MA's team productive — from day-one equipment setup for new hires to fast resolution of everyday technical issues — and plays a key part in maintaining a smooth, professional employee experience as the company scales. Required Education & Experience Diploma / Degree in Information Technology, Computer Science, or a 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. Essential Functions Tier 1 Support & Troubleshooting: Respond to and resolve incoming helpdesk tickets covering hardware, software, and connectivity issues in a timely, professional manner. Onboarding & Offboarding: Prepare, configure, and deploy laptops and equipment for new hires; manage equipment retrieval and account deactivation for departures. Account & Access Management: Handle password resets, permission changes, and user account administration across core business systems. Asset & Inventory Management: Track IT hardware inventory, coordinate repairs, warranty claims, and replacements with vendors. Documentation: Maintain internal knowledge base articles and standard operating procedures to support self-serve troubleshooting and consistent service delivery. Escalation Management: Identify and route complex issues to Tier 2/3 support or appropriate technical staff, ensuring clear handoff notes. Other duties as assigned. Work Environment 60% Office , 40% Work From Home. Time-Off & Work Life Balance Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year. Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health. Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work. Team Culture & Perks Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues. Growth & Learning: Continuous professional development with internal training and learning opportunities. Modern Workspace: Professional, supportive environment with tools and technology needed to succeed. Comprehensive Health Benefits.

The Helpdesk Technician serves as the primary point of contact for resolving hardware, software, and connectivity issues for employees. They are also responsible for managing equipment onboarding and offboarding, as well as maintaining IT asset inventory and documentation.

Candidates must have a diploma or degree in Information Technology or a related field, along with 1–3 years of experience in a technical support role. Proficiency in Windows, macOS, Microsoft 365, and identity management platforms like Active Directory is required.

• Paid vacation • Holistic wellness leave • Catered lunches • Professional development • Health benefits

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Helpdesk support
• Desktop support
• Windows
• MacOS
• Microsoft 365
• Active Directory
• Azure AD
• Networking
• VPN
• TCP/IP
• Zendesk
• Freshservice
• Jira Service Management
• Asset management
• Customer service
• Troubleshooting
• Patient Communication
• Private Credit
• Azure Active Directory
• Financial Technology (FinTech)
• Technical Issues
• Professionalism
• Escalation Management
• Apple Automator (OS X)
• Mac OS
• Technical Support
• JIRA
• Automation
• Underwriting
• Mental Health
• Management
• Business Systems
• Decision Making
• Customer Service
• Computer Science
• CompTIA A+
• Information Technology
• Mortgage Loans
• Operating Systems
• Desktop Support
• Standard Operating Procedure
• Help Desk Support
• Innovation
• Inventory Management
• Virtual Private Networks (VPN)
• Productivity Software
• Service Management
• Troubleshooting (Problem Solving)
• Prioritization

• Technology
• Customer Service & Support
• Software
• Administrative
• Help Desk Technician
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Minimum education

Bachelor’s degree

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week

Office presence

3 days per week

Location requirements

Country, Canada