IT Customer Support Technician

at  KBR

Special Skills/Requirements:

• Work toward Help Desk Institute Customer Support certification
• Work toward Dell Certification
• Work toward MCSA (Current Windows Desktop Version) Certification desired
• ITIL 4 Foundation Certification within first 12 months of employment desired
• Excellent verbal and written communicatio

CORE ROLE AND RESPONSIBILITIES:

Provides first line (Tier 1) IT technical support to end users for account administration, distribution of software and documentation, system/network status, and problem entry, via problem ITSM tracking tool. With high availability time and outstanding verbal skills, answers incoming phone calls, responding to technical questions and performing minor troubleshooting regarding use and identification of computer hardware and software or security administration. Monitors high traffic ticket queue to work towards, and meet, defined team Service Levels. Leveraging excellent written skills, collects and documents necessary information for issue escalation as necessary to appropriate support teams. Supports and is responsive to assist peers and lower-skilled employees as a part of a collaborative team effort.

THIS POSITION DESCRIPTION DOES NOT INCLUDE EVERY DUTY OR RESPONSIBILITY THE EMPLOYEE MAY BE ASKED TO PERFORM AND NOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENTS’ RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME AS CIRCUMSTANCES DICTATE.

Special Skills/Requirements:

• Work toward Help Desk Institute Customer Support certification
• Work toward Dell Certification
• Work toward MCSA (Current Windows Desktop Version) Certification desired
• ITIL 4 Foundation Certification within first 12 months of employment desired
• Excellent verbal and written communication

Work Conditions/Environment:

• This position is considered hybrid, where in office visits, if near a KBR major property location, is possible. Otherwise, working remotely is defined as acceptable, upon manager approval.
• Support assigned tasks during non-core business hours, weekends and holidays, if necessary, as this is a 24x7x365 Global Service Desk.
• The shift is considered third shift, overnight hours.