Senior IT Customer Support

KBR Careers · Nellis AFB, NV · 2 wk ago

Information Technology$110k–$135k/yrFull-time

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.
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).
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.
Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults.
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.

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.

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.

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.

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