IT Desktop Support

Forgen; Rocklin (CA); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Bonuses

Paid time off

Job summary

Forgen is seeking a Desktop Support Specialist in Rocklin, CA for an on-site, fixed-term role through March 2027. You will oversee IT onboarding/offboarding, maintain asset inventory, and provide in-person desktop support at the Rocklin office, with remote assistance as needed.

You will configure devices, manage Microsoft 365/Entra IDs, and document procedures while upholding Forgen security policies and strong customer service.

Qualifications

• High school diploma or equivalent required; associate's or Bachelor's degree and/or IT certification preferred.
• Hands-on experience with Windows 10/11 and Microsoft 365 administration (Entra ID, licensing) preferred.
• 1–3 years of help desk or desktop support experience.
• Experience with ITSM ticketing (Freshservice preferred) and asset/inventory tracking.
• Works under the IT Director; able to work independently and follow documented procedures.
• Strong problem-solving, attention to detail, and excellent communication skills.

Responsibilities

• Deliver IT onboarding and offboarding per procedures.
• Maintain accurate hardware and software asset inventory.
• Provide in-person desktop support for Rocklin employees.
• Prepare, configure, deploy, and reclaim end-user devices.
• Document procedures and create knowledge base articles.
• Troubleshoot desktop hardware and software issues.
• Manage onboarding/offboarding checklists and track completion in Freshservice.
• Image and deploy workstations using SmartDeploy and Autopilot/Intune.
• Follow security policies for data handling and account management.
• Escalate incidents as needed and maintain SLAs.

Skills

Windows administration

Customer service

Problem solving

Communication

Education

High school diploma or equivalent

Associate/Bachelor preferred

Tools

SmartDeploy

Intune

Autopilot

Entra ID

Job description

Forgen is dedicated to building a better future - for generations.

Location: Rocklin, CA (on-site)

Term: This is a fixed term position, slated to complete March 2027, with the potential to extend.

The Desktop Support Specialist is responsible for delivering Forgen's IT onboarding and offboarding procedures, maintaining accurate hardware and software asset inventory, and providing ad‑hoc, in‑person desktop support for employees in the Rocklin office. This role prepares, configures, deploys, and retrieves end‑user devices; ensures accounts and equipment are provisioned and reclaimed according to established procedures; and troubleshoots desktop hardware and software issues. The specialist also documents procedures and creates knowledge base articles for end users.

The Desktop Support Specialist must exemplify our Core Values, contributing to the culture, growth, and performance of the entire company and is expected to deliver effective customer service in face‑to‑face, telephone, or electronic interaction with end users. You'll be committed to delivering excellent customer service. Your strong communication skills will help you diagnose the user's issue and explain technical issues in a way that non‑experts can understand. Most of your work will take place in person in the Rocklin office, supplemented by phone, email, and remote support tools.

Forgen is a leading geotechnical and specialty civil construction company operating across North America. We are dedicated to delivering innovative solutions for complex civil, geotechnical, and environmental challenges, guided by our core values: We Do What We Say, We Are Passionate About Our Work, We Are One Team, We Work Smart, and We Do The Right Thing.

Key Responsibilities

• Embrace the company's Core Values in all aspects of the job.
• Execute Forgen's IT onboarding procedures for new hires and contractors: prepare and configure workstations and mobile devices, create and license Microsoft 365/Entra ID user accounts and assign groups and access per approved requests, and coordinate first‑day setup with HR and hiring managers.
• Execute IT offboarding procedures: disable Microsoft 365/Entra ID accounts and remove access and licenses per approved requests, retrieve and inventory returned equipment, and confirm each step is completed and documented before closing the ticket.
• Maintain and improve onboarding and offboarding checklists, workflows, and documentation; track completion in Freshservice.
• Maintain accurate hardware and software asset inventory, including assignment, transfer, return, and retirement of computers, iPads, phones, peripherals, and licenses.
• Perform periodic physical inventory audits and reconcile results against asset records; report discrepancies and missing equipment to the IT Director.
• Manage Rocklin spare‑equipment and supply stock: receive, tag, stage, and ship equipment to other offices and job sites.
• Maintain, repair, and troubleshoot desktop hardware and software packages.
• Provide input on software and hardware selections based on user needs.
• Image and deploy new workstations using SmartDeploy and Autopilot with the Intune toolset.
• Receive returned assets (computers, iPads, phones, and other hardware); back up data as directed, securely wipe devices for reuse or disposal, and document the sanitization.
• Handle company equipment, user data, and account information, and use delegated Microsoft 365 user management rights, in accordance with Forgen security policies and data‑handling procedures.
• Create and maintain knowledge base articles and procedure documentation for end users and IT processes, including installation and operating procedures and product corrections.
• Provide ad‑hoc, in‑person technical support and guidance to end users in the Rocklin office, supplemented by phone, email, and remote support tools.
• Ensure all support requests are resolved in a timely and efficient manner.
• Follow guidelines and apply basic product knowledge to resolve user requests.
• Escalate unresolved incidents.
• Identify and classify incident types and service interruptions to build the knowledge system.
• Record incidents cataloging them by symptoms and resolutions.
• Ensure service delivery in accordance with established service level agreements (SLAs).
• Accurately and carefully follow established procedures.
• Check work to ensure it is complete and free from errors.
• Act promptly to correct quality defects.

Basic Qualifications

• High school diploma or equivalent required; associate's degree, bachelor's degree, or IT certification (such as CompTIA A+ or Microsoft MD-102) preferred.
• Hands‑on experience with Windows 10/11 and Microsoft 365 user administration (Entra ID, licensing, groups); familiarity with Intune, Autopilot, and SmartDeploy (or similar imaging and MDM tools) preferred.
• 1 to 3 years of help desk or desktop support experience.
• Experience with an ITSM ticketing system (Freshservice preferred) and asset or inventory tracking.
• Works under the general direction of the IT Director; able to work independently on routine tasks and follow documented procedures.
• Strong problem‑solving skills and attention to detail.
• Excellent communication and interpersonal skills.

Physical Demands & Work Environment

Ability to communicate orally with vendors, management, and other co‑workers, both individually and in front of a group is important. Regular use of the telephone and email for communication is essential.

Sitting for extended periods is common. Hearing, vision and speaking within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents.

Good reasoning ability is important. Able to understand and utilize management reports, memos, and other documents to conduct business.

Primarily an on‑site office position in Rocklin. At times, visits to other offices or field project sites may be required, which may involve lifting, carrying, or pushing/pulling up to 50 pounds, and wearing required Personal Protective Equipment (PPE) including, but not limited to, earplugs, protective eyewear, gloves, hard hat, steel toed work boots, and high visibility safety apparel.

The job is primarily performed indoors in a traditional office setting and occasionally outdoors at construction sites, with possible exposure to machines, tools, heavy equipment, chemicals, solvents, dust, fumes, extreme weather, and uneven ground.

This job description outlines the general scope of work and is not exhaustive. Employees may be assigned additional duties as needed. Requirements may be adjusted to accommodate disabilities, except where they pose a direct safety risk.

Perks and Benefits

Forgen offers a comprehensive benefits package, including medical, dental, vision, retirement plans, bonuses, paid time off, and more. We support a flexible work model for most non‑craft positions and provide additional benefits like education assistance, wellness programs, and employee awards.

Pay Range

$26 - $28 USD

Forgen is an equal‑opportunity employer and prohibit s discrimination based on any legally protected status.

Privacy Policy

At Forgen, we are committed to protecting your privacy. We collect and use your personal data to manage the recruitment process, including assessing your application, verifying information, and, if applicable, entering into an employment contract. Your information may be shared with authorized third parties who perform services on our behalf, such as background checks, and only where permitted by law. We implement appropriate security measures to safeguard your information and retain it only as long as necessary for recruitment and legal purposes.

You have the right to access, correct, or request deletion of your data, and to withdraw your consent at any time where applicable. For questions or to exercise your rights, please contact [e-mail] .

In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally‑recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law.

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