Help Desk Support Specialist

Located onsite in Elk Grove, CA (5 Days / Week ONSITE). Work Arrangement Start time will be anywhere from 1pm-3pm *SWING SHIFT. Exact time to be determined. Schedule will be either Sunday-Thursday OR Tuesday - Saturaday Support channels include phone, email, and chat. Role Overview Helpline Analysts 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. Responsibilities & Qualifications Provide first-line technical support to end users via phone, email, and chat. 1+ 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. #J-18808-Ljbffr