IS&T HelpLine Technician — Mac/iOS Support

Apple Inc.; Elk Grove (CA); On-site; USD 70,000 - 105,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement benefits

Stock programs

Relocation support

Job summary

Apple Inc. in Elk Grove, CA is seeking a HelpLine Technical Support Analyst to provide frontline IT support for Apple employees and contractors worldwide.

You will troubleshoot hardware and software on Macs, iOS devices, Apple Watch, and Apple TV and manage cases from first contact to resolution. The role requires strong troubleshooting, basic IP networking, and experience with IT service management (ITSM) or CRM systems, plus excellent English communication.

Qualifications

• 1 year of experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and/or Apple TV.
• Strong troubleshooting and problem resolution skills.
• Conceptual understanding of IP networking and basic network troubleshooting skills.
• Experience using an IT service management or CRM system for tracking technical support cases.
• Experience using a knowledge base system.

Responsibilities

• Provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors.
• Perform impact assessment and troubleshooting according to established procedures; document problems, steps, and resolutions.
• Manage support cases and own the issue from initial contact to resolution.
• Communicate with HelpLine, Infrastructure Services, and IS&T management via email, chat, telephone, and in person.

Skills

Mac/iOS hardware support

Troubleshooting

IP networking basics

ITSM/CRM experience

Knowledge base usage

Tools

CRM/ITSM systems

Knowledge base tools

Job description

Apple Inc. in Elk Grove, CA is seeking a HelpLine Technical Support Analyst to provide frontline IT support for Apple employees and contractors worldwide.

You will troubleshoot hardware and software on Macs, iOS devices, Apple Watch, and Apple TV and manage cases from first contact to resolution. The role requires strong troubleshooting, basic IP networking, and experience with IT service management (ITSM) or CRM systems, plus excellent English communication.