Onsite Mac & iOS Help Desk Specialist (Cary)

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

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.