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
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 ManagementHardware 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 CoordinationOnboarding/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 & TrainingDocumentation: 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
What We Do
Wattpad. Where Stories Live. Wattpad’s vision is to entertain and connect the world through stories. The global multi-platform entertainment company uses the power of community and technology to enable the creation and distribution of content across a variety of formats. Its flagship app, Wattpad, is home to a community of more than 90 million people who spend over 23 billion minutes a month engaged in original stories. Tap by Wattpad, the company’s second storytelling product, offers short, chat-based stories in over a dozen languages. Wattpad Studios co-produces stories for film, television, digital and print, together with industry partners. Wattpad Brand Partnerships offers a full suite of advertising products to help brands build deep engagement with Gen Z consumers. The company is proudly based in Toronto, Canada.
