IT Desktop Support

Location: Rocklin, CA (on-site)

Position Summary

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 Overview

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.
• Effectively question users to establish symptoms.
• 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.