IT Help Desk Professional

The IT Help Desk Professional role supports our Alpharetta, Georgia office by delivering prompt, accurate technical assistance to employees, diagnosing and resolving issues, and recording detailed work in ServiceNow. The position aims to meet SLA targets while offering a pathway to broader IT Service Desk responsibilities within the organization.

Overview

This onsite position is based in Alpharetta, GA and is not a remote opportunity.

Responsibilities

• Diagnose, troubleshoot, and resolve incident and catalog task tickets for end users
• Record all actions in ServiceNow promptly, accurately, and thoroughly
• Adhere to SLA timelines and maintain ownership of assigned tickets from start to completion
• Follow structured escalation workflows and communicate clearly with end users and internal IT support teams
• Collaborate with teammates by sharing knowledge, relevant resources, and examples from prior tickets when useful

Requirements

• High School diploma or 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, and common end-user technology issues
• Experience with ServiceNow or a comparable ITSM platform
• Ability to work under pressure, manage multiple tickets concurrently, and adapt priorities based on queue conditions
• Excellent communication, written skills, customer service, and follow-through
• High attention to detail and commitment to accurate ticket documentation
• High aptitude and eagerness to learn new technologies, processes, and support workflows
• Self-starter with minimal supervision and strong organizational abilities
• 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

Technologies

• ServiceNow
• Microsoft Windows
• Microsoft 365

Benefits

• Retirement plan with company match
• Health Coverage
• Time Off and Flexible Scheduling
• Financial Wellness with 401(k) matching for student loans and performance bonuses
• Professional Development through tuition reimbursement and internal training programs
• Family-Friendly Benefits including New Parent Leave, family building resources, and childcare support

Why Kimley-Horn

Kimley-Horn places people, clients, and employees at the center of its work. The company emphasizes helping clients reach their goals while fostering an environment where employees can grow and thrive. A strong commitment to quality is driven by the people who deliver it, and the organization seeks motivated, proactive, and dedicated team members.

Key Benefits at Kimley-Horn

• Exceptional Retirement Plan with a generous company match and profit-sharing contributions
• Comprehensive Health Coverage options with affordable medical, dental, and vision plans
• Flexible Time Off, floating holidays, and half-day Fridays to support work-life balance
• Financial Wellness programs including 401(k) matching for student loans and performance-based bonuses
• Professional Development through tuition reimbursement and extensive internal training
• Family-Friendly benefits such as New Parent Leave and childcare resources