Tier I Help Desk

Title:

Belong. Connect. Grow. Around here, we define the future. But we at KBR we share one goal: to improve the world responsibly as a company of innovators, thinkers, creators, explorers, volunteers, and dreamers.

Core Role and Responsibilities:

Provides first line (1st Tier) technical support to end users of IT equipment computer customers regarding account administration, distribution of software and documentation, system/network status, and problem entry via problem tracking tool. Answers technical questions and performs minor troubleshooting regarding use and identification of personal computer hardware and software related to network communications. Collects and documents necessary information for issue escalation as necessary to appropriate SME. Trains and leads lower level employees.

Essential Job Functions:

• Performs the assignments in the form of objectives with goals and process to meet goals outline. Applies job skills and company policies to complete a wide range of tasks.
• Works on assignments that are complex in nature where judgment is resolving problems and making routine recommendations.
• Provides first call resolution technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool.
• Answers and processes incoming escalated technical customer phone calls. Analyzes problems with equipment or software applications to identify problem areas and recommend corrective action. Recommends solutions to customer application questions. Maintains log of problems so that recurring problems can be reported to product development.
• Interacts daily with supervisor, peer groups, and customers. Interaction normally involves exchange or presentation of factual information.
• Under general supervision. Normally receives no instruction on routine work, little instruction on new assignments.
• Answers complex technical questions and performs troubleshooting regarding the use and identification of personal computer hardware and software
• Works independently with users to provide customized solutions utilizing standard software products and processes.
• Evaluates and prioritizes solutions with users and provides an estimation of work and time schedule.
• Leads, trains and mentor junior staff in Standard Operating Procedures, troubleshooting techniques, and Day-to-Day first call resolution services activities.

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.

Qualifications:

Education:

• AA/BS/BA desired

Experience:

• 2 years related job experience

Special Skills/Requirements:

• Work toward A+ Certification required
• Work toward MCSA (Current Windows Desktop Version) Certification desired
• ITIL 4 Foundation Certification within first 12 months of employment desired
• Follow desktop support best practices to ensure accurate and timely problem resolutions
• Excellent verbal and written communication

Experience and/or Education in lieu of these qualifications will be reviewed for applicability to meet these requirements.

KBR Benefits

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

Click here to learn more: KBR Benefits

KBR partners with several other companies to fulfill its requirements as a government contractor. The selected subcontracting companies align their benefits as closely as possible to those above.

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 team’s 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.

Click here to learn more: Inclusion and Diversity at KBR

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.