Technical Support Specialist

Red Oak Technologies; California (MO); On-site; USD 40,000 - 60,000; Full time

Job summary

Red Oak Technologies is seeking a Helpline Analyst to provide first-line support for customer issues via phone, email, and chat at their Elk Grove, CA office. The ideal candidate will have 1-2 years of helpdesk or customer support experience with a focus on resolving macOS and iOS issues. Responsibilities include logging tickets in ServiceNow, troubleshooting hardware and software problems, and maintaining clear communication with users. A weekend workday will be required along with a flexible start time.

Qualifications

• 1–2 years of experience in helpdesk or customer support.
• Hands-on familiarity with macOS and iOS.
• Ability to deliver clear and professional communication.

Responsibilities

• Provide first‑line technical support to end users via phone, email, and chat.
• Troubleshoot basic macOS and iOS issues.
• Log and track cases in a ticketing system.

Skills

Helpdesk or customer support experience

Hands-on Mac familiarity

Troubleshooting skills

Customer-focused communication

Tools

ServiceNow

Job description

Located onsite in Elk Grove, CA (5 Days / Week ONSITE).

Work Arrangement

Starts time will be anywhere from 5am-10am. Exact time to be determined.

One weekend workday a week will be required. Either Saturday or Sunday.

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.

Responsibilities

• Provide first‑line technical support to end users via phone, email, and chat.
• 1–2 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.