Administrative Skills, Analysis Skills, Atlassian JIRA, Auditing, Broadcasting, Centralized Operations/Management, Change Control, Command Line, Customer Relations, Customer Support/Service, Desktop Environments, Desktop PC, Detail Oriented, Diagnostics Solutions/Software, DoD Clearance, DoD Secret Clearance, Educational Technology, Hardware Administration, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Infrastructure Software, Internet Security, Lift/Move 25 Pounds, Logistics, Microsoft Active Directory, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Word, Network Administration/Management, Operating Systems, Operational Communications, Operational Support, Problem Solving Skills, Project/Program Management, Security Clearance, Service Delivery, Service Level Agreement (SLA), ServiceNow, Software Administration, Symantec Enterprise Vault, Systems Administration/Management, Systems Maintenance, Team Player, Technical Operations, Technical Support, United States Department of Defense (DoD), Willing to Travel, Writing Skills
Title:
Senior IT Customer Support
Belong. Connect. Grow. with KBR!
KBR's National Security Solutions team provides high-end engineering and advanced technology solutions to our customers in the intelligence and national security communities. In this position, your work will have a profound impact on the country's most critical role - protecting our national security.
Why Join Us?
- Innovative Projects: KBR's work is at the forefront of engineering, logistics, operations, science, program management, mission IT and cybersecurity solutions.
- Collaborative Environment: Be part of a dynamic team that thrives on collaboration and innovation, fostering a supportive and intellectually stimulating workplace.
- Impactful Work: Your contributions will be pivotal in designing and optimizing defense systems that ensure national security and shape the future of space defense.
KBR is seeking an experienced, detail-oriented Support Desk Analyst to join our technical operations team in Niceville, Florida. This role functions as a dedicated remote-triage and inbound service desk position based entirely within our local facility. It does not require localized floor walking or face-to-face desktop support at user desks; all infrastructure, software, and identity management issues are resolved via digital enterprise channels.
In addition to serving as a core technical resolver, the selected candidate will play an active role in service desk administration-monitoring unassigned queues, optimizing ticket routing, and managing incident communications during operational milestones.
II. Key Responsibilities & Typical Functions
- Incident Communications & Notification Broadcasts: Serve as the primary author and communicator for customer-facing alerts. Draft, coordinate, and broadcast clear, non-technical notifications regarding scheduled maintenance windows as well as real-time updates during unexpected system outages.
- Queue Management & SLA Monitoring: Actively track, assign, and route incoming tickets within the centralized queue. Perform routine audits of active records to systematically flag, escalate, or remediate delinquent, coming-due, or past-due tickets to safeguard Service Level Agreements (SLAs).
- Remote Diagnostics & Desktop Triage: Leverage remote control software and diagnostic utilities to isolate and resolve operating system errors, software conflicts, registry issues, and application anomalies securely over the wire.
- Identity & Access Management (IAM): Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults.
- Centralized Hardware & Software Support: Provide structured, remote step-by-step guidance to walk end-users through peripheral verification and network device troubleshooting, while executing centralized application deployments and updates.
III. Position Requirements
- Security & Location Base
- Security Clearance: Must hold and be able to maintain an active U.S. Department of Defense Secret Security Clearance at the time of application.
- Work Arrangement: 100% operational on-site assignment within the Niceville, FL facility.
- Travel Flexibility: Capability to accommodate up to 10% travel, specifically designated for attending advanced technical training courses and participating in collaborative, in-person engineering meetings.
- Experience & Communication Requirements
- Professional Experience: Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments.
- Physical Dexterity: Ability to lift and move equipment up to 25 lbs for localized logistics, hardware delivery verifications, or facility upkeep.
- Omnichannel Support Etiquette: Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms:
- Teams Chat: Courteous, prompt, and grammatically precise real-time chat etiquette for fluid text-based troubleshooting and collaborative inner-team routing.
- Telephone Support: Excellent phone presence, active listening skills, and the capacity to guide distressed users through logical technical paths calmly.
- Email Correspondence: Ability to craft highly structured, professional, and clear instructional technical guides and enterprise-wide advisories.
IV. Technical Profiles & Desired Attributes (Nice-to-Have)
The following technical skills represent highly valued capabilities that will enhance an analyst's success in this environment:
Core Platforms & Toolsets
- Operating Systems: Comprehensive enterprise support and administration history involving the Windows 11 desktop environment.
- Productivity Applications: Advanced application troubleshooting proficiency spanning the full suite of Microsoft Office products (Word, Excel, Outlook, PowerPoint, and Teams).
- IT Service Management (ITSM): Prior hands-on experience navigating workflows, running filters, and coordinating changes inside Jira Service Management or ServiceNow.
Engineering & Systems Management
- OS Deployment Frameworks: Foundational knowledge or administrative experience leveraging the Microsoft Deployment Toolkit (MDT) and Windows Deployment Services (WDS) to configure or push standard operating images remotely.
- Image Hardening & Compliance: Exposure to standardizing, auditing, or hardening corporate Windows 11 images against Department of Defense STIGs (Security Technical Implementation Guides).
- Application Management: Experience or familiarity with application packaging, command-line installation syntax, and configuring silent deployment strings (.msi / .exe).
- Automation & Scripting: Practical exposure to PowerShell scripting to run remote diagnostics, compile system data, or automate routine directory tasks.
- Frameworks: Understanding of ITIL Foundations and standard enterprise Change Control processes.
Belong, Connect and Grow at KBR
At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team's philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver - Together.
KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.