Service Desk Analyst

at  KimleyHorn

Overview:
Kimley-Horn is looking for an Service Desk Analyst to join our Raleigh, North Carolina (NC) office! This is not a remote position.

Responsibilities:

• Troubleshoot, document, and resolve or escalate issues/requests using defined processes/procedures, SLA’s and best practices.
• Ensure a high level of customer satisfaction.
• Identification, research, and resolution of technical problems. Respond to incoming calls, emails, and support requests.
• Document issues follow processes and procedures and monitor open requests to ensure timely and quality resolution.
• Troubleshooting of desktop applications, browser-based tools and mobile apps including user questions, bugs, upgrades, and functionality.
• Troubleshooting of hardware when applicable.

Qualifications:

• High School diploma/GED with 3+ years of IT or Helpdesk Experience
• Associates Degree in Information Technology/Systems with 0-3 years of Experience
• Working knowledge of Service Desk ticketing system and/or ServiceNow is a plus
• Strong customer service, technical, documentation and troubleshooting skills
• Understanding of networking technologies
• Experience with Windows 10, MS Office O365 troubleshooting – Windows 11 experience is a plus
• Experience with user provisioning for Active Directory, Exchange, SharePoint and other company applications
• Strong analytical skills; excellent interpersonal and communication skills
• Ability to interact professionally with a diverse group, i.e., managers, subject matter experts, escalation groups and end users

Why 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. 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 17 years

• Troubleshoot, document, and resolve or escalate issues/requests using defined processes/procedures, SLA’s and best practices.
• Ensure a high level of customer satisfaction.
• Identification, research, and resolution of technical problems. Respond to incoming calls, emails, and support requests.
• Document issues follow processes and procedures and monitor open requests to ensure timely and quality resolution.
• Troubleshooting of desktop applications, browser-based tools and mobile apps including user questions, bugs, upgrades, and functionality.
• Troubleshooting of hardware when applicable