[WEBTOON] Help Desk - Contractor

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.

• 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 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.

• 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.

• 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.