Help Desk Support Specialist

Helpdesk Analyst 1Located 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 be required. Either Saturday or Sunday. • Support channels include phone, email, and chat.Role OverviewHelpline Analysts will provide first-line support via phone, email, and chat; troubleshoot basic macOS and iOSissues; 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.