Kimley-Horn is looking for an IT Help Desk professional to join our Alpharetta, Georgia (GA) office! This is not a remote position.
Responsibilities: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
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
Kimley-Horn keeps two groups of people at the center of its business: its clients and its staff. Past president Ed Vick said, "We have no reason to exist except to serve our clients." That intense focus on providing quality to the people we serve has made Kimley-Horn one of the nation's top consulting firms in every discipline we practice.
But the firm's core purpose, articulated by its leadership and lived out daily, is "to provide an environment for our people to flourish." We know that people are fulfilled, motivated, and challenged in different ways. In order to foster our individual aspirations, we support our people as they grow into roles and take on responsibilities that are important to them. Growing professionally, having fun with our colleagues, and finding satisfaction in our work are central to our way of life.
To that purpose we add core values: "honesty, integrity, and ethics; exceptional client service; high expectations; sharing and caring; sustained profitability." Our core values and core purpose provide a foundation for the way we approach our business. Our vision is long-term and our expectation is always to perform with quality, for the sake of both groups at the center of our firm.
Through their work, our people discover untapped talents and interests. At Kimley-Horn we work hard to allow that to happen. We have college students who started as traffic engineers now working on ITS projects. We have former administrative assistants who are now human resources professionals and former marketing coordinators who are now transportation planners.
We provide the environment. We want you to take advantage of it and flourish!