Junior IT & Operations Support, RateHub

• 1–2 years of experience in an IT support, helpdesk, or IT operations role
• Working knowledge of Google Workspace administration (user management, groups, basic settings)
• Comfortable supporting both Windows 11 and macOS experience with common SaaS platforms (Slack, Microsoft 365, or similar) from an admin or power-user perspective
• Strong troubleshooting and critical thinking skills — you know how to work through a problem methodically
• Clear communicator: you can explain a technical issue simply to a non-technical colleague
• Self-motivated and organized: you manage your own queue and follow through without being chased
• Positive attitude and a genuine interest in learning — this role grows with you
• You will need a reliable high-speed internet connection and a space at home to occasionally store company laptops for new hire shipments. You will also need ship laptops to new employees using Fedex, UPS or common delivery methods

Desirable

• This is an entry-level to junior role on our IT and Operations team. You will be the day-to-day hands supporting our employees, brokerage operations, SaaS platforms, and phone system — working closely with and guided by our IT/Tech manager and senior IT Specialist
• This role is ideal for someone 1–2 years into their IT career who wants to go broader than a traditional helpdesk position. You will get exposure to SaaS administration, VoIP phone systems, mortgage and insurance brokerage operations, and IT project work — all within a fast-moving fintech environment
• Employee Onboarding & Offboarding
• Set up accounts and access across Google Workspace, Slack, Salesforce, and other platforms for new hires, following established runbooks
• Coordinate laptop ordering, pre-configuration (Windows 11 and macOS), and shipping to remote employees Support new employees through workstation and account setup in their first days
• Deprovision accounts and wipe/reset hardware when employees leave
• Keep the hardware asset inventory accurate and up to date
• Day-to-Day IT Support
• Handle Tier 1 support tickets: software issues, account access, password resets, MFA setup, and hardware troubleshooting
• Support employees on Windows 11, macOS, Google Workspace, and Microsoft 365
• Replace and order equipment as needed
• Maintain and update the internal IT knowledge base and how-to guides
• Provide basic software training to employees as needed
• SaaS Platform Support
• Execute day-to-day SaaS administration tasks: user provisioning, deprovisioning, and licence assignments across core platforms
• Follow access control runbooks set by the IT Manager; flag anomalies or access requests that fall outside normal scope
• Assist with periodic licence audits and access reviews
• Phone System Support
• Provision and manage extensions, voicemail, and basic call settings in our VoIP phone system under IT Manager guidance Troubleshoot common call quality and device issues for employees and brokerage teams
• Escalate complex routing or integration issues to the IT Manager
• Brokerage Operations Support
• Serve as the first point of contact for IT and tool-related issues from our mortgage and insurance brokerage teams
• Triage and resolve common CRM and broker workflow tool issues; escalate vendor or system-level issues to the IT Manager
• Support operations teams during new tool rollouts and system changes
• IT Projects & Compliance
• Assist with UAT, documentation, and stakeholder communications during IT projects
• Support security awareness training and compliance-related tasks
• Help with ad-hoc office IT setup and company events as needed