Mac Helpdesk Specialist — Onsite Cary, First‑Line Support

Red Oak Technologies; North Carolina; On-site; USD 42,000 - 56,000; Full time

Job summary

Red Oak Technologies in Cary, NC is hiring Helpline Analysts to provide first-line support by phone, email, and chat. You will troubleshoot basic macOS and iOS issues and log tickets in ServiceNow or a similar system while escalating unresolved problems.

The role requires 1–2 years of helpdesk or customer-support experience, hands-on Mac familiarity from school or internships, and the ability to follow workflows, document solutions, and communicate clearly with customers.

Qualifications

• 1–2 years of helpdesk or customer-support experience.
• Hands-on Mac familiarity gained through school, internships, boot camps, or entry-level roles.

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.

Skills

Customer service

Mac familiarity

Communication

Tools

ServiceNow

Job description

Red Oak Technologies in Cary, NC is hiring Helpline Analysts to provide first-line support by phone, email, and chat. You will troubleshoot basic macOS and iOS issues and log tickets in ServiceNow or a similar system while escalating unresolved problems.

The role requires 1–2 years of helpdesk or customer-support experience, hands-on Mac familiarity from school or internships, and the ability to follow workflows, document solutions, and communicate clearly with customers.