Senior IT Customer Support

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. 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 1. 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. 2. 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