Help Desk Technician I

The Help Desk Technician I role at Willdan in Oak Brook, IL offers a hybrid work arrangement with three days in the office and provides first-level IT support across the organization, handling hardware, software, enterprise applications, and network issues via ticketing, phone, chat, and in-person interactions.

Details

Location: Oak Brook, IL, hybrid (3 days in office).
Salary: USD 32 - 37 per hour.

Responsibilities

• Deliver prompt technical support for desktops, laptops, mobile devices, peripherals, printers, phones, and basic networking concerns.
• Address and track helpdesk tickets, phone inquiries, and on-site requests with professionalism and a focus on customer satisfaction.
• Configure workstations and user environments for new hires and replacements, including software installations, data transfers, and peripheral setup.
• Assist with onboarding and offboarding processes using standardized forms and checklists.
• Maintain accurate IT asset inventory for assigned locations; participate in audits, asset tagging, lease returns, and decommissioning activities.
• Contribute to IT process improvements by creating technical documentation and knowledge-base articles to support self-service and internal training.
• Support mobile device and endpoint management through MDM platforms such as MangeEngine, JAMF, and InTune.
• Participate in IT projects including system migrations, hardware refreshes, software rollouts, and office moves.
• Identify recurring issues and escalate unresolved problems to higher-level support or engineers.
• Seek opportunities to improve response and resolution times and enhance service desk efficiency, including automation and form/process enhancements.
• Maintain a clean and organized workspace, including IT storage areas.
• Lift and set up equipment weighing up to 35 pounds as needed.
• Identify, research, and resolve technical problems; respond to telephone calls, emails, and helpdesk tickets, along with personnel requests for support.
• Perform additional duties as assigned in support of IT operations.

Requirements

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

Technologies

• Windows 11
• MacOS
• Microsoft 365
• ServiceNow
• MangeEngine
• JAMF
• InTune
• PowerShell
• ITSM
• ITIL
• ITAM