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 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

• Onsite, 5 days per week.

• Swing Shift 3AM to 12 Noon, 4AM to 1PM either Friday Saturday off or Sunday Monday Off (5 NIGHTS Per Week)

• 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.