Mortgage Support Specialist

Company: One Halcyon Labs Mortgage
Location: Remote (Must work East Coast hours / EST)
Job Type: Full-Time
About One Halcyon Labs Mortgage
At One Halcyon Labs Mortgage, we are redefining the lending experience by combining cutting-edge technology with unparalleled human expertise. We empower our team members and clients alike with streamlined, innovative tools to make the mortgage process seamless. As we continue to scale, we are looking for a proactive, tech-savvy, and customer-centric IT Systems & Helpdesk Specialist to support our growing team.
Position Overview
We are seeking an IT Systems & Helpdesk Specialist with 3+ years of experience to manage our internal technology landscape and provide world-class support to our team. In this role, you will be the go-to technical resource, responsible for everything from day-to-day user troubleshooting to advanced systems administration, user provisioning, and building workflow automations.
The ideal candidate is a problem solver who loves optimizing workflows, has a strong handle on CRM systems, and thrives in a fast-paced, remote environment.
Key Responsibilities
– Technical Support: Diagnose, troubleshoot, and resolve basic to complex hardware, software, and network issues for remote employees.
– Systems Administration: Manage, maintain, and configure internal IT systems and software tools to ensure peak operational efficiency.
– Account Provisioning: Own the onboarding and offboarding technical lifecycle, including creating accounts, managing permissions, and provisioning hardware/software access.
– Workflow & Automation: Design, build, and maintain workflow automations to streamline internal team processes and reduce manual overhead.
– CRM Management: Provide administrative support for internal databases and platforms, ensuring data integrity and seamless connectivity between tools.
– Customer Service: Deliver high-touch, empathetic, and efficient technical support via voice, video, and email, keeping internal team members informed and empowered.
Qualifications & Requirements
– Experience: 3+ years of hands-on experience in an IT Helpdesk, Technical Support, or Systems Administration role.
– Hours: Ability to work standard East Coast hours (EST) to align with our primary operational timeframe.
– Technical Skills: Proven ability to troubleshoot complex system errors across varied operating systems and cloud SaaS environments.
– Automation: Demonstrated experience building workflow automations (e.g., via Zapier, Make, or native system automation tools).
– CRM Familiarity: Strong working knowledge of CRMs. Direct experience with Salesforce and/or Go High Level is a significant plus.
– Communication: Exceptional written and verbal communication skills; ability to explain complex technical concepts to non-technical users clearly.
– Attributes: Highly organized, detail-oriented, and able to work independently in a fully remote environment.
What We Offer
– Competitive salary and benefits package.
– A collaborative, forward-thinking, and supportive remote work culture.
– Opportunities for professional growth and career advancement within a rapidly expanding company.

One Halcyon Labs Mortgage is an Equal Opportunity Employer.