What are the responsibilities and job description for the Help Desk Analyst position at Red Oak Technologies?
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: Carey, NC
Duration: 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.