Help Desk Technician I

Willdan; Minnetonka (MN); Hybrid; USD 41,000 - 48,000; Full time

Job summary

Willdan is seeking a Help Desk Technician I to provide first-level technical support to end users across the organization, handling hardware, software, and connectivity issues via ticketing, phone, chat, and in-person interactions. The role emphasizes customer service and timely issue resolution.

The position is hybrid with three days in the office per week, requiring strong communication, attention to detail, and a commitment to documenting processes and contributing to IT service improvements.

Qualifications

• High school diploma or equivalent required; associate/bachelor's degree or related cert preferred.
• Strong written and oral communication skills.
• 1-3 years in helpdesk or IT support in a professional setting.
• Proficiency with Windows 11, MacOS, and Microsoft 365 services.

Responsibilities

• Provide timely support for desktops, laptops, mobile devices, printers, and basic networking.
• Manage helpdesk tickets via phone, chat, email, and in person with professionalism.
• Set up workstations and user environments for new hires and replacements.
• Assist with onboarding/offboarding using standardized forms and checklists.
• Maintain IT asset inventory and participate in audits and decommissioning.
• Create documentation and knowledge base articles to improve self-service.
• Support MDM solutions and participate in system migrations or moves.

Skills

Customer service

Windows 11

MacOS

Microsoft 365

Networking basics

ITIL/ITSM

Documentation

PowerShell

Education

Associate/Bachelor's degree preferred

Tools

ServiceNow

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help Desk Technician I

5 days ago Requisition ID: 3244

Salary Range: $30.00 To $35.00 Hourly

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.

• 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.