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. Requirements 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 Benefits 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 provides Tier 1 technical support for employees, handling hardware, software, and account access issues. They are also responsible for onboarding new hires through equipment setup and maintaining IT asset inventory and documentation.

Candidates should have a diploma or degree in IT or Computer Science with 1-3 years of experience in a technical support role. Proficiency in Windows, macOS, Microsoft 365, and identity management platforms is required.

• Paid Vacation • Holistic Wellness Leave • Catered Lunches • Professional Development • Comprehensive Health Benefits

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Tier 1 Support
• Windows OS
• MacOS
• Microsoft 365
• Active Directory
• Azure AD
• Networking Fundamentals
• Ticketing Systems
• Hardware Configuration
• Asset Management
• Customer Service
• Technical Troubleshooting

• Technology
• Customer Service & Support
• Software
• Consulting

Minimum education

College diploma

Minimum experience

2+ years

Apply by

Feb 9, 2027

Posting language

English

Working hours

40 hours per week

Office presence

3 days per week

Seniority

Associate

Application method

Direct apply is available