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.