Help Desk Analyst

Since 1995, Red Oak Technologies has been a trusted partner in the tech industry, delivering innovative talent solutions that drive progress. We specialize in quickly acquiring and efficiently matching top-tier professional talent with clients in immediate need of highly skilled contract, permanent or project management based resources.Role OverviewWe are looking for Helpline Analysts who 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.Title: Help Line Analyst 1Location: Carey, NCDuration: 6-12 months + possible ext , quarterly renewals Work Arrangement• Onsite, 5 days per week.• Standard working hours, day shift, Monday through Friday, 8 hours per day, within the local time zone. 5AM to 10AM Start time 9 hours forward.• Variable shifts including weekends, optional based on consultant’s availability and the business needs.• Exact shift to be determined based on candidate flexibility and operational needs.• Support channels include phone, email, and chat.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.• 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.Required Qualifications• 0–2 years of experience in technical support, helpdesk, customer service, or a related role.• Basic experience troubleshooting macOS.• Familiarity with iOS devices and common user support issues.• Strong written and verbal communication skills.• Good time management and organizational skills.• Strong problem-solving ability and willingness to learn.• Comfortable working in a fast-paced support environment.• Ability to work onsite 5 days a week.Ideal Qualifications• Bachelor’s degree in Computer Science, Information Technology, or related field.• Minor in Computer Science or related coursework.• Completion of a technical boot camp or support certification program.• Apple Certified Support Professional.• CompTIA A+ certification.• Cisco CCNA certification.• Familiarity with ITIL concepts such as Incident, Problem, and Change Management.• Prior experience using ServiceNow or another ticketing system, not required.