IT & Operations Associate

About Collegewise

Collegewise is a college counseling company dedicated to helping high school students confidently navigate their journey to college. Since 1999, we've guided over 30,000 students through the admissions process, promoting agency and reducing anxiety. We offer advice, encouragement, and data-backed support, extending our reach through public speaking and accessible information for all students.

About This Job

As our IT & Operations Associate, you will ensure seamless starts for new team members and provide timely, friendly support to everyone. You will manage onboarding and offboarding processes, oversee helpdesk queues in Airtable and Genuity, and maintain reliable automation flows using tools like Zapier, n8n, or Make. This role also involves daily asset management, ensuring devices are tracked, shipped, and accounted for. You'll collaborate closely with our Ops, Talent, and Service Delivery Teams to eliminate manual steps, improve response times, and document effective solutions, allowing Collegewise to operate more efficiently and focus on student success.

Your Work Areas

• Employee Lifecycle & Access: Execute onboarding and offboarding SOPs within Rippling and other internal tools. This includes provisioning and deprovisioning accounts, groups, and permissions, ensuring least-privilege access and smooth transitions for new team members.
• Ticketing & Internal Support: Serve as the primary point of contact for Tier 1 issues. You'll maintain healthy helpdesk queues and ensure clear communication with requesters, escalating issues cleanly to internal and external teams using Airtable and Genuity forms, views, and routing rules.
• Automations & Reliability: Develop and maintain simple automation flows with various tools. Responsibilities include monitoring run logs, retrying failed steps, documenting fixes, and proposing improvements to reduce manual effort and prevent future problems.
• Asset Management: Take full ownership of device inventory, from coordinating procurement and assignment to managing shipping, returns, records, and end-of-life procedures. Regular, light audits will keep the asset register accurate.
• Documentation & Enablement: Create concise how-to guides to capture recurring issues and their resolutions. You will identify and share patterns that help reduce future tickets and empower teammates to resolve common problems themselves.

Who We're Looking For (You)

You possess 1–2 years of experience in IT support or operations, driven by a strong service mindset—your goal is to empower people, not just fix technology. You have hands-on experience with automation platforms like Zapier, Make, or n8n, and consistently seek to automate repetitive tasks. Familiarity with Google Workspace administration, Single Sign-On (SSO) concepts, and Software-as-a-Service (SaaS) provisioning workflows is essential. You are comfortable using Rippling or similar HRIS platforms for employee lifecycle tasks. You are highly organized, detail-oriented, and can remain calm while managing shifting priorities and multiple requests. You are proactive, making thoughtful decisions with available information and asking precise clarifying questions when necessary. As a clear and kind communicator, you write tidy, helpful documentation. Bonus points if you have Airtable or Genuity helpdesk experience, or familiarity with light scripting, APIs, or webhooks.

Pay, Benefits, Start Date And More

This is a full-time, W-2 position offering compensation between $20-22 per hour, depending on experience. Collegewise provides a comprehensive benefits package including medical, dental, and vision insurance, paid parental leave, 401(k) retirement plans, and generous time off. We are looking for an IT & Operations Associate to start as soon as possible, ideally by March, but are flexible for the right candidate. This is a fully remote position for applicants based and eligible to work in the U.S., with core working hours aligned to EST.

Key skills/competency

• IT Support
• Operations Management
• Automation Tools (Zapier, Make, n8n)
• Google Workspace Admin
• HRIS (Rippling)
• Asset Management
• Helpdesk Support (Airtable, Genuity)
• Documentation
• Process Improvement
• Service Mindset