[WEBTOON] Help Desk - Contractor

WEBTOON Entertainment is a leading global entertainment company and home to some of the world's largest storytelling platforms. As the global leader and pioneer of the mobile webcomic format, WEBTOON Entertainment has transformed comics and visual storytelling for fans and creators.

With its CANVAS UGC platform empowering anyone to become a creator, and a growing roster of superstar WEBTOON Originals creators and series, WEBTOON Entertainment's passionate fandoms are the new face of pop culture. WEBTOON Entertainment adaptations are available on Netflix, Prime Video, Crunchyroll, and other screens around the world, and the company's content partners include Discord, HYBE, and DC Comics, among many others.

Job Summary:

We are seeking a Help Desk Contractor (Tier 1 - 2) to serve as the primary engine of our technical support, responsible for resolving daily user challenges and maintaining the seamless health of our IT ecosystem. The ideal candidate pairs a high-level technical aptitude for hardware and software troubleshooting with the interpersonal agility to provide clear, empathetic support to users under pressure-effectively serving as the front-line bridge between our staff and their digital tools.

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

• Hardware Lifecycle: Manage the implementation, deployment, and ongoing maintenance of laptops and desktops, including memory/storage upgrades and component-level repairs.
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• Equipment Provisioning: Execute equipment swaps and new hardware rollouts, ensuring all IT assets are properly configured and performance-optimized.
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• Asset Oversight: Maintain accurate records of IT assets and monitor hardware health to proactively identify units requiring replacement or decommission.
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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.
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• Security Liaison: Initiate secure off-boarding by auditing physical assets and alerting IT Admins to revoke system permissions and deprovision accounts.
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• Security Monitoring: Assist with IT security management protocols to ensure all end-user devices comply with company safety standards.
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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.
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• 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.
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• Continuous Improvement: Assist with or lead Helpdesk initiatives and projects designed to optimize internal IT workflows and service delivery.
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Requirements

• Completion of a diploma or degree in Computer Science or equivalent experience
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• Minimum of 3 years' experience in a Helpdesk support environment with customer service
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• Excellent verbal and written communication skills
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• Excellent troubleshooting skills cross multi environment
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• Good working knowledge of macOS, DNS, O365, Google Workspace, networking, VPN, video conferencing systems
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• Ability to provide remote support
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• Be available for flexible hours when required
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• Bachelor's degree in Computer Science, Information Technology, or a related field
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• 1-2 years of experience in IT support or administration
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• Strong understanding of computer hardware and software
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• Excellent customer service skills
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• Ability to work independently and as part of a team
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• Excellent communication and problem-solving skills
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Salary Range and Description

$26.44 - $40.86 / hourly

Please note, the above range is listed in USD.

$26.44 - $40.86 an hour

What we offer (For Full-Time Only):

* Career development; we believe in mentorship and investing in your learning, supporting you to achieve your goals

* Health benefits, including vision and dental!

* Generous PTO and Parental Leave Top-up

* 401K Contributions


* Commuter Benefits


* Global WEBTOON and LINE FRIENDS discount program

* Winter break shutdown and a whole lot more!

With approximately 155 million monthly active users, WEBTOON Entertainment's IP & Creator Ecosystem of aligned brands and platforms include WEBTOON, Wattpad--the world's leading webnovel platform--WEBTOON Productions, Studio N, Studio LICO, WEBTOON Unscrolled, LINE MANGA, and eBookJapan, among others.

Join us and work with some of the biggest artists, IP, and fandoms in comics!

#WEBTOON

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.