IT Help Desk Professional

Kimley-Horn is looking for an IT Help Desk professional to join our Salt Lake City, Utah (UT) office! This is not a remote position.

About 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.

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.
• 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 Qualifications • 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 Why Kimley-Horn?

Benefits

• 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.
• 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.