Qureos Mentor

Red Oak Technologies

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 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 Overview
 
 
 
 We 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 1
 
 
 Location: Cary, NC
 
 
 Duration: 6-12 months + possible ext. , quarterly renewals
 
 
 
 
 
 
 Work Arrangement
 
 
 
 &bull; Onsite, 5 days per week.
 
 
 &bull; Swing Shift 3AM to 12 Noon, 4AM to 1PM either Friday Saturday off or Sunday Monday Off (5 NIGHTS Per Week)
 
 
 &bull; Variable shifts including weekends, optional based on consultant&rsquo;s availability and the business needs.
 
 
 &bull; Exact shift to be determined based on candidate flexibility and operational needs.
 
 
 &bull; Support channels include phone, email, and chat.
 
 
 
 
 
 
 Responsibilities
 
 
 
 &bull; Provide first-line technical support to end users via phone, email, and chat.
 
 
 &bull; Troubleshoot basic macOS and iOS issues using documented procedures and team guidance.
 
 
 &bull; Log, update, and track cases in a ticketing system such as ServiceNow.
 
 
 &bull; Assist users with common hardware, software, account, and connectivity issues.
 
 
 &bull; Follow established support workflows, service levels, and escalation procedures.
 
 
 &bull; Deliver clear, professional, and customer-focused communication.
 
 
 &bull; Document solutions and update tickets accurately and thoroughly.
 
 
 &bull; Learn and apply IT support best practices while working closely with senior team members.
 
 
 
 
 
 
 Required Qualifications
 
 
 
 &bull; 0&ndash;2 years of experience in technical support, helpdesk, customer service, or a related role.
 
 
 &bull; Basic experience troubleshooting macOS.
 
 
 &bull; Familiarity with iOS devices and common user support issues.
 
 
 &bull; Strong written and verbal communication skills.
 
 
 &bull; Good time management and organizational skills.
 
 
 &bull; Strong problem-solving ability and willingness to learn.
 
 
 &bull; Comfortable working in a fast-paced support environment.
 
 
 &bull; Ability to work onsite 5 days a week.
 
 
 
 
 
 
 Ideal Qualifications
 
 
 
 &bull; Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field.
 
 
 &bull; Minor in Computer Science or related coursework.
 
 
 &bull; Completion of a technical boot camp or support certification program.
 
 
 &bull; Apple Certified Support Professional.
 
 
 &bull; CompTIA A+ certification.
 
 
 &bull; Cisco CCNA certification.
 
 
 &bull; Familiarity with ITIL concepts such as Incident, Problem, and Change Management.
 
 
 &bull; Prior experience using ServiceNow or another ticketing system, not required.
 
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Help Desk Analyst

Join Red Oak Technologies and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Red Oak Technologies

About Company

Help Desk Analyst