HelpLine Technical Support Analyst, Employee Experience & Productivity

HelpLine Technical Support Analyst, Employee Experience & Productivity joins the Information Systems & Technology team to provide technical support for employees, contractors, and vendors globally. Working in a fast-paced internal help desk environment, you will manage support cases via telephone, chat, email, and ticketing systems while performing impact assessments and troubleshooting according to established procedures. You will own issues from initial contact to resolution, documenting all steps and collaborating with infrastructure teams. The role requires expertise in supporting Mac, iOS, Apple Watch, and Apple TV hardware and software. Essential skills include IP networking knowledge, experience with IT service management or CRM systems, and familiarity with knowledge base systems. Candidates should possess strong problem-solving abilities, excellent communication skills, and the ability to navigate complex information technology infrastructure including data networks and retail point of sale systems.