IT Desktop Support

Location: Rocklin CA (on-site)

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

Position Summary

The Desktop Support Specialist is responsible for delivering Forgens 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. Youll be committed to delivering excellent customer service. Your strong communication skills will help you diagnose the users 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 companys Core Values in all aspects of the job.
• Execute Forgens 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; associates degree bachelors 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.

Equal Opportunity

Forgen is an equal-opportunity employer and prohibits discrimination based on any legally protected status.

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 .

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