About the role

IT Support Coordinator providing helpdesk support for a fully remote team at Riipen. Managing hardware inventory, shipping logistics, and SaaS administration primarily for Canadian clients.

Responsibilities

Provide helpdesk support and troubleshoot user issues across hardware, software, and SaaS platforms
Manage employee hardware from provisioning through recovery, including shipping, tracking, and inventory management
Set up, modify, and deactivate user accounts across company systems
Support onboarding and offboarding processes in close collaboration with the People & Culture team
Administer and support a broad portfolio of SaaS tools, including access management, permissions, and basic configuration
Triage and prioritize support tickets based on urgency and business impact
Document recurring processes and create clear, accessible how-to guides for employees
Escalate complex issues when needed and follow through to resolution

Some experience in helpdesk, IT support, or a similar internal support role
A natural problem solver — someone who is resourceful, self-directed, and enjoys figuring things out
Highly organized with strong attention to detail and the ability to manage multiple open tickets and tasks at once
Strong written communication skills, including the ability to write clear user guides and internal documentation
Comfortable working with a wide range of tools and systems, and quick to learn new ones
Located in the EST timezone, ideally in or near Toronto, with easy access to Canada Post
Dedicated home workspace with room to store and manage hardware shipments
Access to a vehicle is a strong asset
****Bonus Points:**
Experience with Google Workspace administration
Familiarity with HubSpot or similar CRM/operations platforms
Experience with a ticketing system (Jira or similar)
Experience managing hardware logistics for remote teams