As an IS&T Analyst, you will provide technical support via telephone, chat, email, and ticketing system for Apple employees and contractors. You will perform impact assessment and troubleshooting according to established procedures, while documenting problems, troubleshooting steps, and resolutions. You will 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.