It Customer Support Analyst

Title:

IT Customer Support Analyst

Under general direction, solves complex problems requiring detailed knowledge of industry best practices within a Microsoft Windows 10 desktop computing environment. Works to ensure break/fix and request tickets for computers, peripherals, software, and printers are responded to and addressed within established service level objectives, escalating as necessary.

Provides ongoing technical support to local users face-to-face, as well as other offices and project sites both remotely and in person (when travel is required). Supplies hands-on support as directed by the network, security, server, voice, and other IT teams when local participation is necessary. Participates in establishing and decommissioning offices and project sites as required. Maintains an accurate inventory of both deployed assets and storeroom equipment. Must be able to participate in some on-call and/or after-hours work as needed.

Uses experience and problem-solving skills to develop and improve processes and provides reports as required. May provide guidance to less experienced team members.

• Collaborate with vendors or third party support to resolve technical hardware or software issues
• Break/fix support for COE (Common Office Environment) software including Microsoft Windows 10, Office 365, and Teams using demonstrated troubleshooting capabilities
• Facilitate data migration between computers
• Ability to successfully troubleshoot printing issues
• Relies upon experience, interpersonal skills, and broad knowledge of the field to ensure task completion in compliance with policies, procedures, and business strategy
• Stage, prepare and deploy computer, peripherals, and devices to the users
• General knowledge to perform high-level network troubleshooting analysis, Cisco knowledge preferred
• Ability to successfully troubleshoot 2FA, certificate, CAC, and other authentication issues
• Break/fix support for end-user hardware, including but not limited to: laptops, desktops, workstations, printers, and peripherals
• Working knowledge of Microsoft server technologies and Dell server hardware
• Familiarity with IPT voice technologies and collaboration tools like Microsoft Teams, Cisco Jabber
• Occasionally perform installation of non-standard software
• Virtual desktop support
• Provide technical A/V support including critical videoconference meetings

Job Requirements

• Coordinate resolution of issues in collaboration with various IT teams
• The candidate must be dependable, well organized, and accountable
• Flexibility to support the business across multiple locations
• Ability to identify points of failure, areas for improvements, bottlenecks
• Ability to qualify for security clearance
• Strong verbal and written skills, including the ability to draft communications and knowledge base articles
• Provide excellent customer service and remain instinctively curious
• Skills required for this position are typically acquired through the completion of an undergraduate degree and three (3+) years of experience. Additional years of experience will be accepted in lieu of a degree.
• Participation and contribution with the larger team
• Motivated to perform the work as required each day with a desire to improve
• Demonstrates poise in intense or stressful situations and maintains professionalism
• Ability to communicate effectively with a wide variety of users, both written and verbal
• The ability to work independently within established guidelines
• High knowledge of IT operations, responsibilities, processes, and procedures to independently resolve issues

BENEFITS:

KBR offers a selection of competitive lifestyle benefits which could include a 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.

INCLUSION AND DIVERSITY AT KBR

At KBR, we are passionate about our people, sustainability, 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 more inclusive and diverse company. That commitment is central to our team of teams philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer. 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.