IT Help Desk Professional

In this role, you will join a collaborative IT Service Desk team that provides timely, accurate, and customer-focused technical support to employees across the organization. The selected candidate will help diagnose and resolve technology issues, support service requests, document work in ServiceNow, meet service expectations, and contribute to a reliable, positive support experience for end-users. The successful candidate will also grow into other areas supporting the IT Service Desk organization longer term. Key responsibilities include:

• Diagnose, troubleshoot, and resolve Incident and Catalog Task tickets for end-users
• Document all work in ServiceNow quickly, accurately, and thoroughly
• Meet SLA resolution timelines and maintain ownership of assigned work
• Follow structured escalation workflows and communicate clearly with end-users and internal IT support teams
• Collaborate with teammates by sharing knowledge, relevant support resources, and examples from prior tickets when useful

• High School diploma/GED with 3+ years of IT or Helpdesk experience
• Associates Degree in Information Technology/Systems with 1-3 years of experience
• Strong troubleshooting skills for hardware, software, Microsoft Windows and M365 suite, and end-user technology issues
• Experience working with ServiceNow or a similar ITSM platform
• Ability to work under pressure, manage multiple tickets at once, and adjust priorities based on queue conditions
• Strong communication, writing, customer service, and follow-through skills
• Strong attention to detail and commitment to accurate ticket documentation
• High aptitude and willingness to learn new technologies, processes, and support workflows
• A self-starter that can work with minimal supervision; highly organized
• Beneficial certifications include CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, ServiceNow Certified System Administrator, or equivalent experience. Additional certifications such as CompTIA Network+, HDI Support Center Analyst, or similar service desk credentials are a plus

Pulled from the full job description Tuition reimbursement Health insurance 401(k) matching Vision insurance Dental insurance Profit sharing, Why Kimley-Horn?: At Kimley-Horn, we do things differently. People, clients, and employees are at the forefront of who we are. Clients know we prioritize achieving their goals and growing their success. Employees know our culture and approach to business are built on a desire to provide an environment for everyone to flourish. Our commitment to quality is only as good as the people behind it- that's why we welcome and develop passionate, hardworking, and proactive employees. We take pride in how our employee retention, robust benefits package, and company values have led to Kimley-Horn's placement on the Fortune "100 Best Companies to Work" list for 19 years! Key Benefits at Kimley-Horn

• Exceptional Retirement Plan: 2-to1- company match on up to 4% of eligible compensation (salary + bonus) and additional profit-sharing contribution.
• Comprehensive Health Coverage: Low-cost medical, dental, and vision insurance options.
• Time Off: Personal leave, flexible scheduling, floating holidays, and half-day Fridays.
• Financial Wellness: Student loan matching in our 401(k), and performance-based bonuses.
• Professional Development: Tuition reimbursement and extensive internal training programs.
• Family-Friendly Benefits: New Parent Leave, family building benefits, and childcare resources.