Help Desk Analyst I

Irvine Technology Corporation; New Castle (DE); Presencial; USD 28.000 - 30.000; Tempo integral

Resumo da vaga

Irvine Technology Corporation is seeking a Helpdesk Analyst (Level 1) to join our IT Service Desk team in a fast-paced environment. You will be the first point of contact for employees needing technical assistance with hardware, software, and account-related issues, handling requests from creation to resolution.

The role is ideal for individuals early in their IT careers, eager to learn, collaborative, and focused on delivering high-quality support while meeting SLA priorities.

Qualificações

• 1–2 years in a Helpdesk or IT Support role or equivalent hands-on experience.
• Comfortable troubleshooting Windows OS and common productivity tools (Google Workspace, Microsoft Office).
• Experience with ticketing systems such as Jira Service Management, ServiceNow, or Zendesk.

Responsabilidades

• Serve as the first point of contact for IT support requests via ticketing, phone, or walk-up, managing tickets from creation through resolution.
• Troubleshoot hardware, software, networking, and account-related issues for end users across on-site and remote environments.
• Record, track, and document the problem-solving process, including decisions and actions taken, through to resolution.
• Access software updates, drivers, knowledge bases, and FAQs to aid in problem resolution.
• Identify and learn software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing software/hardware and configuring systems.
• Perform preventative maintenance on workstations, printers, and peripherals; test fixes.
• Provide post-resolution follow-ups and develop help sheets/FAQs for end users.
• Support Windows environments.
• Escalate complex issues to Tier 2/3 with clear summaries and context.
• Maintain a customer-centric approach and explain technical concepts clearly.

Conhecimentos

Customer service

Windows OS

Ticketing systems

Active Directory

Azure AD

Okta

Communication

Ferramentas

Jira Service Management

ServiceNow

Zendesk

Descrição da vaga

Helpdesk Analyst (Level 1)

We’re looking for a Helpdesk Analyst (Tier 1) to join our client’s IT Service Desk team. In this role, you’ll serve as the first point of contact for employees seeking technical support, delivering timely and high-quality assistance across hardware, software, and account-related issues. You’ll work within a fast-paced, ticket-driven environment where following SLA priorities and delivering a great support experience are equally important. This is an excellent opportunity for someone early in their IT career who is eager to grow, learn from a collaborative team, and build a strong technical foundation in a dynamic organization.

As part of our process after applying, you may receive an invitation from our AI Recruiter Avery for a short conversation that lets you share more about your background beyond your resume. For questions, contact [e-mail].

• Job Type: Long-term contract
• Location: New Castle,Delaware (On-site)
• Compensation: This job is expected to pay about $20 – $22 per hour plus benefits
• No Visa Sponsorship Available for this role, no C2C

What You’ll Do

• Serve as the first point of contact for IT support requests submitted via ticketing system, phone, or walk-up, managing tickets from creation through resolution.
• Assist with first touch response and troubleshooting of hardware, software, networking, and account-related issues for end users across on-site and remote environments.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests. Develop help sheets and frequently asked questions lists for end users.
• Support Windows
• Escalate complex or unresolvable issues to Tier 2/3 with clear summaries, reproduction steps, and relevant context.
• Maintain a customer-centric approach in all interactions, communicating technical information clearly to non-technical users.

What Gets You the Job

• 1–2 years of experience in a Helpdesk, IT Support, or similar technical role — or equivalent hands‑on experience through education, certifications, or personal projects.
• Comfortable troubleshooting Windows OS, hardware, and common productivity tools
  (Google Workspace, Microsoft Office).
• Experience with ticketing systems such as Jira Service Management, ServiceNow, or Zendesk.
• Familiarity with Active Directory for basic user and group management.
• Experience with Azure AD, Okta, or other identity/access management tools is a plus.
• Strong customer service and communication skills — you can explain technical concepts clearly and stay composed under pressure.
• Reliable, accountable, and eager to learn — you ask good questions, take notes, and follow the process.

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.