Senior IT Customer Support

Senior IT Customer Support



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.

• KBR's work is at the forefront of engineering, logistics, operations, science, program management, mission IT and cybersecurity solutions.

• Be part of a dynamic team that thrives on collaboration and innovation, fostering a supportive and intellectually stimulating workplace.

• 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 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.

• 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.

• Must hold and be able to maintain an active at the time of application.
• 100% operational on-site assignment within the Niceville, FL facility.
• Capability to accommodate up to , specifically designated for attending advanced technical training courses and participating in collaborative, in-person engineering meetings.

• Minimum of in helpdesk, service desk, or centralized operational IT support environments.
• Ability to lift and move equipment up to for localized logistics, hardware delivery verifications, or facility upkeep.
• Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms:
  • Courteous, prompt, and grammatically precise real-time chat etiquette for fluid text-based troubleshooting and collaborative inner-team routing.
  • Excellent phone presence, active listening skills, and the capacity to guide distressed users through logical technical paths calmly.
  • Ability to craft highly structured, professional, and clear instructional technical guides and enterprise-wide advisories.

The following technical skills represent highly valued capabilities that will enhance an analyst's success in this environment:

• Comprehensive enterprise support and administration history involving the desktop environment.
• Advanced application troubleshooting proficiency spanning the full suite of (Word, Excel, Outlook, PowerPoint, and Teams).
• Prior hands-on experience navigating workflows, running filters, and coordinating changes inside or .

• Foundational knowledge or administrative experience leveraging the and to configure or push standard operating images remotely.
• Exposure to standardizing, auditing, or hardening corporate Windows 11 images against Department of Defense .
• Experience or familiarity with , command-line installation syntax, and configuring silent deployment strings (.msi / .exe).
• Practical exposure to to run remote diagnostics , compile system data, or automate routine directory tasks.
• Understanding of and standard enterprise processes.

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

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.