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# Help Desk Analyst I

- **Company:** Irvine Technology Corporation
- **Location:** New Castle, DE, United States
- **Experience:** Experienced
- **Salary:** $41,600.0 - $45,760.0
- **Contract:** Contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Identity and Access Management, Issue Tracking Systems, Microsoft Office, Productivity Software, Azure Active Directory, Windows Desktop, Okta, Bug Reporting, Gsuite, Zendesk, Servicenow
- **Published:** November 4, 2026
- **Apply:** https://www.dice.com/job-detail/25f13fa4-3a4b-4f30-a7e3-c10f039b8d69

## About the Role

* 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.

## Description

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., * 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.