Help Desk Analyst

Help Line Analyst 1 Elk Grove, CA Work Arrangement 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. 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; escalates unresolved issues; and delivers clear, customer‑focused communication. 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. Candidate Profile The best‑fit candidates will be junior level and may include recent college graduates, candidates with 0–2 years of helpdesk or customer support experience, or early‑career IT professionals with hands‑on Mac familiarity gained through school, internships, personal use, boot camps, or entry‑level support roles. Required Qualifications 0–2 years of experience in technical support, helpdesk, customer service, or a related role. 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. Familiarity with ITIL concepts such as Incident, Problem, and Change Management. Prior experience using ServiceNow or another ticketing system, not required. Red Oak Technologies is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. #J-18808-Ljbffr Red Oak Technologies