[WEBTOON] Help Desk - Contractor

Key Responsibilities

Technical Support & Incident Resolution

• Primary Point of Contact: Serve as the first-level contact for all technical inquiries, providing rapid-response support for Windows and macOS environments, Microsoft 365 suites, and core enterprise applications.

• System Troubleshooting: Diagnose and resolve daily hardware and software issues for North American staff, utilizing systematic problem-solving to minimize downtime.

• Remote & On-site Assistance: Deliver comprehensive support for both in-office and remote users, ensuring seamless functioning of the digital workspace across all Americas-based operations.

Hardware & Asset Management

• Hardware Lifecycle: Manage the implementation, deployment, and ongoing maintenance of laptops and desktops, including memory/storage upgrades and component-level repairs.

• Equipment Provisioning: Execute equipment swaps and new hardware rollouts, ensuring all IT assets are properly configured and performance-optimized.

• Asset Oversight: Maintain accurate records of IT assets and monitor hardware health to proactively identify units requiring replacement or decommission.

User Lifecycle & Security Coordination

• Onboarding/Offboarding: Partner with HR and IT Administrators to facilitate employee transitions, specifically overseeing hardware deployment and provisioning user-level system access.

• Security Liaison: Initiate secure off-boarding by auditing physical assets and alerting IT Admins to revoke system permissions and deprovision accounts.

• Security Monitoring: Assist with IT security management protocols to ensure all end-user devices comply with company safety standards.

Knowledge Management & Training

• Documentation: Author and maintain a clear, accessible Knowledge Base (KB) to simplify complex technical tasks into easy-to-follow, self-service guides.

• User Empowerment: Act as a technical subject matter expert, providing ad-hoc training to employees on new and existing tools to drive organizational software adoption.

• Continuous Improvement: Assist with or lead Helpdesk initiatives and projects designed to optimize internal IT workflows and service delivery.

Requirements

• Completion of a diploma or degree in Computer Science or equivalent experience

• Minimum of 3 years’ experience in a Helpdesk support environment with customer service 

• Excellent verbal and written communication skills

• Excellent troubleshooting skills cross multi environment

• Good working knowledge of macOS, DNS, O365, Google Workspace, networking, VPN, video conferencing systems

• Ability to provide remote support

• Be available for flexible hours when required

• Bachelor's degree in Computer Science, Information Technology, or a related field

• 1-2 years of experience in IT support or administration

• Strong understanding of computer hardware and software

• Excellent customer service skills

• Ability to work independently and as part of a team

• Excellent communication and problem-solving skills

Salary Range and Description

$26.44 - $40.86 / hourly
Please note, the above range is listed in USD.