Help Desk Analyst

Red Oak Technologies; Cary (NC); On-site; USD 40,000 - 55,000; Full time

Job summary

Red Oak Technologies is seeking a Help Line Analyst 1 to provide first-line technical support via phone, email, and chat in Cary, NC. The successful candidate will handle macOS and iOS issues, log tickets in ServiceNow, and deliver exceptional, customer-focused communication. Ideal candidates have a Bachelor's degree in Computer Science or a related field and up to 2 years of experience in technical support. This role emphasizes problem-solving skills and effective time management. The work schedule is standard hours, Monday through Friday.

Qualifications

• 0–2 years of experience in technical support, helpdesk, or customer service.
• Familiarity with iOS devices and common user support issues.
• Strong written and verbal communication skills.

Responsibilities

• Provide first-line technical support via phone, email, and chat.
• Troubleshoot basic macOS and iOS issues using documented procedures.
• Log and track cases in a ticketing system.

Skills

Technical support

Customer service

Problem-solving

Time management

Communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Job description

Since 1995, Red Oak Technologies has been a trusted partner in the tech industry, delivering innovative talent solutions that drive progress. We specialize in quickly acquiring and efficiently matching top-tier professional talent with clients in immediate need of highly skilled contract, permanent or project management based resources.

Title: Help Line Analyst 1

Location: Carey, NC

Role Overview

We are looking for Helpline Analysts who will provide first-line support via phone, email, and chat; troubleshoot basic macOS and iOS issues; log and update tickets in ServiceNow or a similar system; elevate unresolved issues; and deliver clear, customer-focused communication.

Work Arrangement

• Standard working hours, day shift, Monday through Friday, 8 hours per day, within the local time zone. 5AM to 10AM Start time 9 hours forward.
• Variable shifts including weekends, optional based on consultant’s availability and the business needs.
• Exact shift to be determined based on candidate flexibility and operational needs.

Support channels include phone, email, and chat.

Responsibilities

• Provide first-line technical support to end users via phone, email, and chat.
• Troubleshoot basic macOS and iOS issues using documented procedures and team guidance.
• Log, update, and track cases in a ticketing system such as ServiceNow.
• Assist users with common hardware, software, account, and connectivity issues.
• Follow established support workflows, service levels, and escalation procedures.
• Deliver clear, professional, and customer-focused communication.
• Document solutions and update tickets accurately and thoroughly.
• Learn and apply IT support best practices while working closely with senior team members.

Required Qualifications

• 0–2 years of experience in technical support, helpdesk, customer service, or a related role.
• Familiarity with iOS devices and common user support issues.
• Strong written and verbal communication skills.
• Good time management and organizational skills.
• Strong problem-solving ability and willingness to learn.
• Comfortable working in a fast-paced support environment.
• Ability to work onsite 5 days a week.

Ideal Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minor in Computer Science or related coursework.
• Completion of a technical boot camp or support certification program.
• Familiarity with ITIL concepts such as Incident, Problem, and Change Management.
• Prior experience using ServiceNow or another ticketing system, not required.