Senior IT Customer Support

About the Role

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.

Key Responsibilities

• 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.

Requirements

• 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.
• 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.

Desired Technical Skills

• 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.
• 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.

Pay

• $110,000 - $135,000 (For VA only)
• $105,000 - $130,000 (For Maryland Only)
• $96,000 - $110,000 (For Nevada Only)

The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity.