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 .
- 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 (ITC) connects top talent with exceptional opportunities in IT, Security, Engineering, and Design. From startups to Fortune 500s, we partner with leading companies nationwide. Our AI recruiter, Avery helps streamline the first step of your journey so we can focus on what matters most: helping you grow. Join us. Let us ELEVATE your career!
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.
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