Help Desk Technician I

Willdan Group, Inc.; Minnetonka (MN); Hybrid; USD 40,000 - 54,000; Full time

Job summary

Willdan Group, Inc. is seeking a Help Desk Technician I to provide first-line IT support across the organization in a hybrid environment.

The role handles hardware, software, enterprise apps, and network issues at local and remote offices, using ticketing, phone, chat, and in-person assistance, with emphasis on customer service and timely resolution. The ideal candidate is detail-oriented, customer-focused, and eager to grow technically while contributing to service improvements.

Qualifications

• High school diploma or equivalent required.
• Associate/Bachelors degree or relevant technical certifications preferred.
• Strong oral and written communication skills.
• 1-3 years of helpdesk or IT support experience.
• Proficiency in Windows 11, MacOS, and Microsoft 365 services.
• Familiarity with enterprise software ticketing systems and support tools.
• Basic knowledge of networking concepts and ITIL/ITSM concepts.

Responsibilities

• Provide timely technical support for desktops, laptops, mobile devices, peripherals, printers, phones, and basic networking issues.
• Respond to and manage helpdesk tickets, phone calls, and in-person requests with professionalism and a focus on customer satisfaction.
• Set up and configure workstations and user environments for new hires and replacements, including software installations, data transfers, and peripheral setup.
• Support onboarding and offboarding processes using standardized forms and checklists.
• Maintain accurate IT asset inventory and participate in audits and decommissioning processes.
• Contribute to IT process improvements by creating technical documentation and knowledge base articles.
• Assist with MDM solutions and device management tools (ManageEngine, JAMF, Intune) and participate in IT projects.

Skills

Customer service

Windows 11

MacOS

Microsoft 365

ServiceNow

PowerShell basics

Networking basics

Written communication

Education

High school diploma or equivalent

Associate/Bachelors degree or relevant technical certifications

Tools

ServiceNow

JAMF

ManageEngine

Intune

Job description

Willdan is seeking a Help Desk Technician I. This hybrid role requires three days per week in the office.

The Help Desk Technician I provides first-level technical support to end users across the organization, ensuring a high level of customer service, quick response times, and efficient issue resolution. Responsibilities include supporting hardware, software, enterprise applications, and network connectivity issues across local and remote offices. Support is provided through a ticketing system, phone, chat, and in-person interactions. The ideal candidate is detail-oriented, customer-focused, works well independently and within a team, and is eager to develop their technical skillset while contributing to service improvement initiatives. Technicians in this role are expected to manage their time effectively, follow established procedures, maintain documentation, and take ownership of tasks through completion.

Essential Duties & Responsibilities

• Provide timely technical support for desktops, laptops, mobile devices, peripherals, printers, phones, and basic networking issues.
• Respond to and manage helpdesk tickets, phone calls, and in-person requests with professionalism and a focus on customer satisfaction.
• Set up and configure workstations and user environments for new hires and replacements, including software installations, user data transfers, and peripheral setup.
• Support the onboarding and offboarding process using standardized forms and checklists.
• Maintain accurate and up-to-date IT asset inventory for assigned locations; participate in audits, asset tagging, lease returns, and decommissioning processes.
• Contribute to IT process improvements by helping create technical documentation and knowledge base articles to support user self-service and internal training.
• Assist with MDM solutions (e.g., MangeEngine, JAMF, InTune) for mobile device and computer endpoint management.
• Participate in IT projects such as system migrations, hardware refreshes, software rollouts, and office moves.
• Identify recurring issues and escalation unresolved problems to higher-level support or engineers.
• Look for ways to improve response/resolution time and service desk efficiency, including automation opportunities and form/process enhancements.
• Maintain a clean and organized workspace including IT storage areas.
• Carry and set up equipment up to 35 lbs.
• Identifies, researches, and resolves technical problems. Responds to telephone calls, emails/helpdesk tickets and personnel requests for technical support.
• Perform other duties as assigned in support of IT operations.

Job Requirements / Qualifications

• High school diploma or equivalent required.
• Associate/Bachelors degree or relevant technical certifications (e.g. CompTIA A+, CompTIA Network+, HDI Support Center Analyst, or Microsoft certifications) are preferred.
• Strong oral and written communication skills.
• 1-3 years of helpdesk or IT support experience in a professional environment.
• Proficiency in Windows 11, MacOS, and Microsoft 365 services.
• Familiarity with enterprise software ticketing systems (ServiceNow) and standard support tools.
• Basic knowledge of networking concepts and troubleshooting (Wi-Fi, DNS, VPN, etc.) and an understanding of ITSM, ITIL, and ITAM frameworks.
• Experience with a service desk platform (e.g. ServiceNow).
• Exposure to device management platforms such as JAMF, ManageEngine, or Microsoft Intune.
• Familiarity with workflow automation, scripting (e.g., PowerShell) and process documentation.

EEO Non-Discrimination and ADA Reasonable Accommodation Statement

Willdan is an equal opportunity employer. Applicants are considered for all positions without regard to race, religious creed, color, age marital status, sex, sexual orientation, gender identity, gender expression, citizenship status, national origin, ancestry, religion, military service or veteran status, disability, medical condition, childbirth and related medical conditions, genetic testing, reproductive status or any other classification protected by federal, state or local laws and ordinances. Willdan does not discriminate on the basis of physical or mental disability where the essential functions of the job can be reasonably accommodated. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. If you need reasonable accommodation for any part of the application and hiring process, please notify us.

Willdan Group, Inc. participates in E-Verify.