[WEBTOON] Help Desk - Contractor

WEBTOON Entertainment Inc. (Wattpad & WEBTOON Family of Brands) • Los Angeles, CA

9d • Hybrid

About The Position

WEBTOON Entertainment is seeking a Help Desk Contractor to be the primary engine of their technical support. This role is responsible for resolving daily user challenges and maintaining the seamless health of the IT ecosystem. The ideal candidate should possess a high-level technical aptitude for hardware and software troubleshooting, combined with strong interpersonal skills to provide clear, empathetic support to users under pressure. This position serves as the front-line bridge between staff and their digital tools.

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

Responsibilities

• 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.
• Diagnose and resolve daily hardware and software issues for North American staff, utilizing systematic problem-solving to minimize downtime.
• Deliver comprehensive support for both in-office and remote users, ensuring seamless functioning of the digital workspace across all Americas-based operations.
• Manage the implementation, deployment, and ongoing maintenance of laptops and desktops, including memory/storage upgrades and component-level repairs.
• Execute equipment swaps and new hardware rollouts, ensuring all IT assets are properly configured and performance-optimized.
• Maintain accurate records of IT assets and monitor hardware health to proactively identify units requiring replacement or decommission.
• Partner with HR and IT Administrators to facilitate employee transitions, specifically overseeing hardware deployment and provisioning user-level system access.
• Initiate secure off-boarding by auditing physical assets and alerting IT Admins to revoke system permissions and deprovision accounts.
• Assist with IT security management protocols to ensure all end-user devices comply with company safety standards.
• Author and maintain a clear, accessible Knowledge Base (KB) to simplify complex technical tasks into easy-to-follow, self-service guides.
• Act as a technical subject matter expert, providing ad-hoc training to employees on new and existing tools to drive organizational software adoption.
• Assist with or lead Helpdesk initiatives and projects designed to optimize internal IT workflows and service delivery.

Benefits

• 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!

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 501-1,000 employees