Systems Associate

Your Role

Reporting to the Director, IT and Systems, the Systems Associate supports the day-to-day operation and administration of Ignite Reading’s internal technology and business systems. This role is responsible for independently completing routine IT, systems, and access requests through established workflows; providing frontline administration and support for HubSpot and other core business tools; and completing assigned security and compliance activities in accordance with established policies and procedures. The Systems Associate is expected to investigate issues, identify appropriate solutions, and carry assigned work through completion, escalating complex, sensitive, or policy-related matters as appropriate.

Support & Service

Manage assigned requests through Ignite Reading’s internal help desk workflows, independently completing routine IT and systems requests from intake through resolution.

Troubleshoot and resolve routine account, access, application, device, and systems issues across Ignite’s core tools.

Research unfamiliar issues using available documentation, vendor resources, and other appropriate resources to identify and implement solutions.

Communicate with requesters as needed, document work performed, and ensure requests are accurately resolved and closed.

Escalate complex, sensitive, or policy-related issues to the Director, IT and Systems or appropriate external vendor after completing reasonable initial investigation and troubleshooting.

Develop and maintain IT resources, guides, and documentation that improve staff self-service and consistency.

Go-To-Market Tool Support

Provide frontline support for staff using HubSpot and connected tools including troubleshooting production issues and answering system questions.

Assist with data hygiene, documentation, and process consistency to ensure our CRM HubSpot remains reliable and user-friendly.

Triage incoming requests and escalate advanced cases to the appropriate department manager.

Support user audits, permissions reviews, and other CRM security practices in partnership with IT & Systems leadership.

Systems Access & Administration

Complete user lifecycle activities, including onboarding, offboarding, and access changes, through established workflows and procedures across Ignite’s systems.

Provision, modify, and remove routine user accounts and permissions accurately and within established timelines.

Maintain accurate systems records and documentation to support IT, HR, security, and compliance requirements.

Conduct recurring reviews of permissions, access levels, and system configurations using established procedures.

Complete assigned security and compliance activities in accordance with established policies and procedures.

Identify and escalate exceptions, potential policy violations, security concerns, or requests requiring additional approval to IT & Systems leadership.

Knowledge & Training

Develop and update documentation, guides, and quick-reference resources to support staff adoption and self-service.

Provide training touchpoints during onboarding and refresher sessions as needed.

Maintain assigned IT & Systems documentation and internal knowledge resources, ensuring information remains accurate and current.

Process Improvement & Organizational Support

Execute assigned work within IT & Systems projects that improve efficiency, security, compliance, and user experience.

Implement small-scale workflow enhancements and automations in collaboration with IT & Systems leadership and relevant business owners.

Identify opportunities to improve recurring support processes, documentation, and workflows and recommend solutions to IT & Systems leadership.

Support evolving operational priorities across IT & Systems as Ignite’s tools, systems, and organizational needs change.

Competencies

1-3 years of experience in IT support, systems administration, or related roles; CompTIA A+ certification strongly preferred

Experience with Google Workspace and Google Admin Console required

Experience with HubSpot CRM across multiple Hubs, including Marketing, Sales, Service and Data (formerly Operations)

Support-oriented, with practical experience in navigating and enhancing new systems and processes

Previous experience in a start-up or hyper-growth environment preferred

Enthusiastic personality with superior communication, presentation, and interpersonal skills

Exceptional attention to detail, impeccable organizational skills, and ability to manage multiple projects

A willingness to do whatever it takes to get the job done while balancing long-term projects with the urgency of immediate demands

Ability to be disciplined yet flexible while working in a remote environment

Preferred AI Skillset:

Reduce manual hours by leveraging leading AI Models to identify, prioritize, and automate repetitive tasks across systems and workflows — freeing capacity for higher-impact initiatives.

Explore generative AI use cases within HubSpot (e.g., chat-based workflow creation, AI reporting insights, and content assistant tools) to accelerate workflow design, reporting, and knowledge management.

Implement AI-assisted data hygiene processes to detect duplicates, fill missing properties, and maintain CRM integrity through automated review or enrichment models.

Build out micro learning to help foster meaningful and effective AI Tool usage, including personalized skills, team skills, projects, etc.