Who you are

• If you have a strong sense of "technical empathy," excellent problem-solving skills, and a passion for helping users navigate technology, we want you on our team
• Experience: Approximately 1+ year of hands-on experience in an IT Support, Helpdesk, or similar technical administration role, with a strong grasp of basic IT operations
• Work Environment: Ability and willingness to work fully on-site at our Toronto office
• Exceptional Communication: Outstanding user-facing communication and customer service skills. The ability to translate complex technical jargon into simple, actionable advice for non-technical staff is highly critical
• Technical Stack: Solid practical knowledge of troubleshooting macOS environments, Google Workspace (G Suite), SSO (Single Sign-On) solutions, IT ticketing systems, and standard office applications
• Security & Process Oriented: Basic understanding of IT security principles, user permission management, and a high degree of diligence in following IT GRC guidelines and complex enterprise-level SOPs
• Problem Solver: A proactive approach to identifying recurring issues and suggesting process improvements
• Team Player: Ability to work independently with high accountability, while also collaborating smoothly with cross-functional teams (HR, IT GRC, external vendors) within a broader global corporate structure
• Don’t meet all the requirements? Studies show women and people of colour are less likely to apply to jobs if they do not meet all the qualifications. Therefore, in an effort to build a more diverse workplace, we encourage you to apply anyways. You might actually be the right person or you may be a good fit for a number of other openings we currently have

What the job involves

• We are seeking a proactive and highly communicative Jr. IT Administrator (Independent Contractor)
• This position requires mandatory in-office attendance at our Toronto office
• This role is essential to maximizing the operational effectiveness of our entire workforce
• By taking ownership of daily on-site IT operations, asset management, and technical troubleshooting, you will alleviate the need for staff to manage IT tools independently, allowing them to focus on their core objectives
• Furthermore, you will work closely with our IT & Security team to ensure that all user access and security protocols are implemented seamlessly and securely
• Tier 1 Support & Ticket Operations: Serve as the primary point of contact for Tier 1 IT inquiries and requests. Manage daily ticket operations efficiently, providing clear, empathetic, and timely resolutions to technical issues (application, laptop, and workstation support) reported by employees
• On-Site & Global Workforce Support: Working physically from our Toronto office, provides seamless technical support for both on-site employees and our distributed remote workforce. Demonstrate operational flexibility to address urgent IT needs and ensure continuous business operations across all working environments
• Access Management & Enterprise Compliance: Partner closely with the IT GRC team to execute user account provisioning and role-based access management. Ensure all IT operations strictly align with corporate security policies, compliance guidelines, and the Standard Operating Procedures (SOPs) required for our broader global enterprise and affiliate networks
• Asset Lifecycle Maintenance: Maintain the full lifecycle of physical and digital IT assets (laptops, peripherals, software licenses) from procurement and deployment to ongoing maintenance, tracking, and retirement. Assist in basic IT vendor communications to ensure efficient resource allocation
• Onboarding & Offboarding: Work closely with HR to deliver a seamless onboarding and offboarding experience, including provisioning physical devices, setting up accounts, and ensuring proper access removals in accordance with overarching enterprise protocols
• System Maintenance: Troubleshoot, maintain, and upgrade operating systems (macOS), Google Workspace, Zoom, Slack, and other enterprise applications
• Documentation & Training: Create intuitive, easy-to-follow "how-to" documentation and provide training for staff on new and existing IT tools to foster a self-sufficient user base

The application process

• Wattpad is conducting all interviews in a distributed manner using applicable third party software where needed and using visual interface tools such as Google Meet and Zoom

Benefits

• Full health benefits
• Career development & Mentorship opportunities
• RRSP matching
• Generous parental Leave top-up
• Flexible hours
• Regular hackathons
• Healthy snacks & drinks
• Your choice of hardware
• Monthly work-from-home allowance
• Beautiful offices in Toronto and Halifax
• Easy access to transit