Help Desk Support Specialist

Red Oak Technologies; Cary (NC); On-site; USD 38,000 - 56,000; Full time

Job summary

Red Oak Technologies in Cary, NC is recruiting a Helpline Analyst to provide first-line support via phone, email, and chat. You will troubleshoot basic macOS and iOS issues, log and update tickets in ServiceNow, and escalate unresolved problems to the next level.

The role requires 1+ years in helpdesk or customer support, strong communication, and a customer-focused approach. Onsite schedule, five days per week, with varied start times between 3am and 8am.

Qualifications

• 1+ years of helpdesk or customer support experience.
• Hands-on Mac familiarity from school, internships, boot camps, or entry-level roles.
• Troubleshoot basic macOS and iOS issues using documented procedures.

Responsibilities

• Provide first-line technical support to end users via phone, email, and chat.
• Log, update, and track cases in a ticketing system such as ServiceNow.
• Follow established support workflows, service levels, and escalation procedures.
• Deliver clear, professional, customer-focused communication.
• Document solutions and update tickets accurately and thoroughly.

Skills

Customer support

Mac familiarity

Troubleshooting

Communication

Documentation

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Located onsite in Cary, NC (5 Days / Week ONSITE).

Work Arrangement

• Starts time will be anywhere from 3am-8am Exact time to be determined.
• Schedule will be either Sunday-Thursday OR Tuesday - Saturaday
• Support channels include phone, email, and chat.

Role Overview

Helpline Analysts 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.

• Provide first-line technical support to end users via phone, email, and chat.
• 1+ years of helpdesk or customer support experience, with hands-on Mac familiarity gained through school, internships, boot camps, or entry-level support roles.
• 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.