Help Desk Technician I

Role overview

Willdan is hiring a Help Desk Technician I for its San Francisco office. This role follows a hybrid schedule, with three days each week spent on-site. The position is focused on delivering first-line technical assistance to employees across the organization, with an emphasis on strong customer service, fast turnaround, and effective problem resolution.

Support work will cover hardware, software, business applications, and network connectivity concerns for both local and remote teams. Help is provided through a ticketing platform, phone calls, chat, and face-to-face interactions. The right candidate will be detail-focused, service-oriented, comfortable working alone as well as with others, and interested in building technical capability while helping improve IT support services. Success in this role also depends on good time management, adherence to established procedures, thorough documentation, and taking ownership of issues through to completion.

Key duties

• Deliver prompt support for desktops, laptops, mobile devices, accessories, printers, phones, and basic network issues.
• Handle service requests and technical tickets by phone, in person, and through the helpdesk system while maintaining a professional, customer-first approach.
• Prepare and configure user workstations and environments for new employees and replacements, including software installs, moving user data, and setting up peripherals.
• Support employee onboarding and exit processes using standard forms and checklists.
• Keep IT asset records accurate and current for assigned sites, including audits, asset labels, lease returns, and device retirement activities.
• Help improve IT operations by creating technical guides and knowledge base content that supports self-service and internal training.
• Assist with mobile device management and endpoint administration tools such as ManageEngine, JAMF, and Intune.
• Contribute to IT initiatives including migrations, hardware refresh programs, software deployments, and office relocations.
• Spot repeat issues and pass unresolved matters to more advanced support teams or engineers.
• Look for ways to speed up service response and resolution, including automation and process improvements.
• Keep work areas, including IT storage spaces, neat and organized.
• Lift and move equipment weighing up to 35 lbs as needed.
• Research, identify, and resolve technical issues and respond to calls, emails, helpdesk tickets, and staff requests for assistance.
• Carry out additional duties as needed to support IT operations.

Qualifications

• High school diploma or equivalent is required.
• An associate or bachelor’s degree, or relevant technical certifications such as CompTIA A+, CompTIA Network+, HDI Support Center Analyst, or Microsoft certifications, are preferred.
• Strong verbal and written communication skills are necessary.
• 1 to 3 years of helpdesk or IT support experience in a professional setting.
• Working knowledge of Windows 11, macOS, and Microsoft 365 services.
• Experience with enterprise ticketing systems such as ServiceNow and other standard support tools.
• Basic understanding of networking concepts and troubleshooting, including Wi-Fi, DNS, and VPN, along with familiarity with ITSM, ITIL, and ITAM frameworks.
• Exposure to device management tools such as JAMF, ManageEngine, or Microsoft Intune.
• Awareness of workflow automation, scripting tools such as PowerShell, and process documentation practices.

Equal opportunity and accommodation

Willdan is an equal opportunity employer and considers applicants without discrimination based on protected characteristics under applicable federal, state, or local law. The company also follows ADA accommodation requirements and reviews accommodation requests individually. If you need a reasonable accommodation during the application or hiring process, you should notify the company.

Willdan Group, Inc. participates in E-Verify.