On-Site IT Help Desk Specialist

Kimley-Horn; Salt Lake City (UT); On-site; USD 50,000 - 70,000; Full time

Job summary

Kimley-Horn is seeking an IT Help Desk professional for our Salt Lake City, UT office. You will provide timely, customer-focused technical support to employees, diagnose issues, and document work in ServiceNow while meeting service expectations.

The role offers growth into broader IT Service Desk areas, requiring strong troubleshooting across hardware and software, Windows and M365, plus solid communication and documentation skills.

Qualifications

• High School diploma/GED with 3+ years of IT or Helpdesk experience.
• Associate’s Degree in Information Technology/Systems with 1-3 years of experience.
• Strong troubleshooting skills for hardware, software, Windows and M365, and end-user issues.
• Experience with ServiceNow or a similar ITSM platform.
• Ability to manage multiple tickets and priorities under pressure.
• Strong communication, writing, and customer service skills.
• Attention to detail and accurate ticket documentation.
• Willingness to learn new technologies and processes.

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 escalation workflows and communicate clearly with end-users and IT support teams.
• Collaborate with teammates by sharing knowledge and relevant resources.

Skills

Troubleshooting

Customer service

Documentation

Communication

Time management

Willingness to learn

Self-motivation

Prioritization

Education

High School diploma/GED

Associate’s Degree in Information Technology/Systems

Tools

ServiceNow

ITSM platform

Windows

Microsoft 365

Azure Fundamentals

Job description

Kimley-Horn is seeking an IT Help Desk professional for our Salt Lake City, UT office. You will provide timely, customer-focused technical support to employees, diagnose issues, and document work in ServiceNow while meeting service expectations.

The role offers growth into broader IT Service Desk areas, requiring strong troubleshooting across hardware and software, Windows and M365, plus solid communication and documentation skills.