Hybrid Help Desk Technician: Windows, Mac & IT Support

Socket.dev; Minnetonka (MN); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Willdan Group, Inc. is seeking a Help Desk Technician I for a hybrid role with three in-office days per week. The role delivers first-level IT support for desktops, software, devices, and basic network issues across locations, ensuring prompt ticket handling and high customer satisfaction.

The successful candidate will assist with onboarding/offboarding, maintain asset inventories, and contribute to knowledge base documentation while participating in IT projects and process improvements.

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.

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 elevate 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.

Skills

Windows 11

MacOS

Microsoft 365

Customer service

Ticketing systems

Communication

Remote support

Networking basics

Education

Associate or Bachelor degree

Tools

ServiceNow

JAMF

ManageEngine

Microsoft Intune

Job description

Willdan Group, Inc. is seeking a Help Desk Technician I for a hybrid role with three in-office days per week. The role delivers first-level IT support for desktops, software, devices, and basic network issues across locations, ensuring prompt ticket handling and high customer satisfaction.

The successful candidate will assist with onboarding/offboarding, maintain asset inventories, and contribute to knowledge base documentation while participating in IT projects and process improvements.