Information Technology Customer Support Specialist
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Information Technology Customer Support SpecialistBelong. Connect. Grow. with KBR!
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.
Why Join Us?
Innovative Projects: KBR’s work is at the forefront of engineering, logistics, operations, science, program management, mission IT and cybersecurity solutions.
Collaborative Environment: Be part of a dynamic team that thrives on collaboration and innovation, fostering a supportive and intellectually stimulating workplace.
Impactful Work: Your contributions will be pivotal in designing and optimizing defense systems that ensure national security and shape the future of space defense.
This is a contingent position based upon contract award
Responsibilities Include:
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.
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 issues that may be complex in nature, where judgment is resolving problems and making routine recommendations, using all resources and tools available to you.
Provides first contact resolution technical support via incoming phone calls, to customers with questions regarding account administration, distribution or issues with hardware, software, and security administration. All information reported is well documented within the ITSM tracking tool. To meet agreed upon objectives, 90% of all incoming calls should be answered within 20 seconds, requiring high availability time during your given shift.
Interacts daily with supervisor, peer groups, and customers, professionally. All interactions involve exchange or presentation of empathy.
Requires only general supervision and guidance. Normally receives no instruction on routine work and little instruction is needed on new assignments or tasks, aside from basic training provided.
Works independently with customers to provide customized solutions utilizing standard software products and approved process guidelines.
Bring forward ideas, including one Tier 0 automation process, to innovate the Service Desk as a whole and remain relevant throughout constant demand and change.
Works independently, and as a team, to maintain knowledge base.
Rotationally leveraged as a support coordinator to assist with high call and ticket traffic, major incidents, and general administration for assisting other Service Desk peers.
Using dashboards provided, stay on top of individual KPI’s and reporting, to ensure performance expectations are met.
Demonstrates the desire to learn and work toward continued self-improvement.
Use and basic knowledge of support tools such as, but not limited to: Microsoft Office365 products, CyberArk, Multi-Factor Authentication (Symantec VIP, RSA, DUO, Microsoft Authenticator), on-prem and Azure Active Directory, VDI/Citrix, remote tools such as LogMeIn Rescue, Collaboration Tools such as MS Teams, Cisco Jabber and Cisco IP Communicator.
Required Skills and Experience:
Security Clearance Requirements: Active TS/SCI and willingness to sit for a poly upon request.
Requires the completion of a 2-year Technical School program in Information Technology, Computer Science, or related field.
Must have at least 2 years of experience as a local area network (LAN) Systems administrator.
Requires at least 2 years of experience debugging software and hardware, printers, and peripherals.
Must have completed advanced training in Microsoft Office Professional software Word, Excel, PowerPoint, Outlook, Access and Internet Explorer.
Must be proficient with Microsoft Office suite of products.
Requires proficiency in the use of the internet and computer operating systems at an administrator level.
Must be able to diagnose and repair hardware components and software applications.
Must be able to build office networks.
Must be able to troubleshoot and maintain copper and fiber optic network equipment.
Requires expertise in collecting, analyzing, and summarizing data and preparing daily reports and work orders.
Must be knowledgeable in the principles and processes involved in supporting IT-related functions at an overseas facility.
Must be able to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules.
Excellent organizational and time management skills are required.
Requires strong proficiency in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Desired
Bachelor’s degree in an IT related field.
Basic Compensation:
$63,100 - $94,600 Annual
This range is for the Maryland area only
The offered rate will be based on the selected candidate’s knowledge, skills, abilities and/or experience and in consideration of internal parity.
Additional Compensation:
KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of sign on bonus, relocation benefits, short term incentives, long term incentives, or discretionary payments for exceptional performance.
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.
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.
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