Technical Support Specialist

Located onsite in Cary, NC (5 Days / Week ONSITE). Work Arrangement Starts time will be anywhere from 3am-8am Exact time to be determined. One weekend workday a week will be be required. Shifts are either Sunday-Thursday or Tuesday-Saturday. 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. Provide first-line technical support to end users via phone, email, and chat. 1–2 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