Technical Support Specialist

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

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

Work Arrangement

• Starts time will be anywhere from 3am-8am Exact time to be determined.
• One weekend workday a week will be be required. Shifts are either Sunday-Thursday or Tuesday-Saturday.
• 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; escalate unresolved issues; and deliver clear,

customer-focused communication.

• 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.