IT Help Desk Professional

Kimley-Horn • Alpharetta, GA

6d • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• 2-to-1 company match on up to 4% of eligible compensation (salary + bonus) and additional profit-sharing contribution.
• Low-cost medical, dental, and vision insurance options.
• Personal leave, flexible scheduling, floating holidays, and half-day Fridays.
• Student loan matching in our 401(k), and performance-based bonuses.
• Tuition reimbursement and extensive internal training programs.
• New Parent Leave, family building benefits, and childcare resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree