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# HelpLine Technical Support Analyst

- **Company:** Apple Inc.
- **Location:** Cary, NC, United States
- **Contract:** Permanent contract
- **Skills:** Apple Watch, Macintosh Computers, Apple IOS, Apple TV, Issue Tracking Systems, Internet Protocol, IT Architecture, Software Troubleshooting, Information Technology
- **Published:** September 25, 2026
- **Apply:** https://www.dice.com/job-detail/ab7639f9-4a90-46c3-8842-6dc553ff8c3a

## About the Role

At least 1 year of experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and/or Apple TV

Strong troubleshooting and problem resolution skills

Conceptual understanding of IP networking and basic network troubleshooting skills

Experience using an IT service management or CRM system for tracking technical support cases

Experience using a knowledge base system

Preferred Qualifications

Familiarity with Retail POS and other retail IT systems

Conceptual understanding of multi-tiered and web-based information systems architecture

Motivation and ability to work as part of a distributed team

Good interpersonal communications and customer service skills

Excellent English-language oral and written communications skills

Excellent telephone and email etiquette

Excellent time management and multi-tasking skills

Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment

Ability to maintain composure and customer-service focus in stressful situations

## Description

As an IS&T Technician, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You''ll perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions. You'll manage support cases and advocate for the caller by "owning" the issue and facilitating technical support from the initial contact to resolution. You will handle hierarchical and functional critical issues, while communicating with the HelpLine, Infrastructure Services, and IS&T management teams via email, chat, telephone, and in person.


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