HelpLine Technical Support Analyst, IS&T HelpLine

Job Description

The Information Systems Technician role at Apple involves providing technical support to employees and contractors via various channels and managing support cases.

Requirements

• 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

Responsibilities

• Provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors
• Perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions
• Manage support cases and advocate for the caller by “owning” the issue and facilitating technical support from the initial contact to resolution
• 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

Benefits

• Employees at Apple are often offered comprehensive benefits that support physical and mental well-being—flexible medical plans, confidential counseling, onsite wellness centers at major campuses, and resources for fitness and daily life. Families typically receive fertility support, paid parental leave with gradual return, caregiving leave, and dependent-care guidance, while financial perks commonly include stock grants (with purchase discounts), 401(k) matching, and income-protection coverage. Employees also see robust time off, Apple University learning and tuition reimbursement, donation matching and paid volunteer hours, and deep product and partner discounts.