Tier 1 IT Help Desk Technician - On-site

Irvine Technology Corporation; New Castle (DE); On-site; USD 28,000 - 30,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Windows OS

Ticketing systems

Active Directory

Azure AD

Okta

Communication

Tools

Jira Service Management

ServiceNow

Zendesk

Job description

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.