Global 1st-Contact IT Service Desk Technician

KBR Careers; Albuquerque (NM); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

401K plan with company match

Medical, dental, vision benefits

Paid time off

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a global, follow-the-sun IT Service Desk. The role emphasizes customer-focused, clear communication and adherence to ITIL-based incident and request management processes.

The ideal candidate will resolve Tier 1 issues while collaborating across regions and time zones, with responsibilities spanning account administration, MFA, password resets, and knowledge base contributions.

Qualifications

• High school diploma or GED required.
• US Citizenship required.
• Associate degree in IT, CS, or related field preferred; equivalent training considered.
• 0–2 years of service desk/IT support experience.
• Experience using ServiceNow ITSM or similar ticketing system.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems.
• Troubleshoot account, hardware, software, and access issues to resolve Tier 1 requests.
• Document troubleshooting steps and customer communications.
• Create, update, and manage Incidents and Requests in ServiceNow per ITIL processes.
• Escalate to Tier 2/3 where necessary and ensure SLAs are met.

Skills

Customer Support

Technical Troubleshooting

Incident Management

Documentation

Team Collaboration

Education

High School Diploma or GED

Associate degree preferred

Tools

ServiceNow ITSM

Microsoft 365

Active Directory/Azure AD

Multi-factor Authentication (MFA)

Microsoft Teams

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a global, follow-the-sun IT Service Desk. The role emphasizes customer-focused, clear communication and adherence to ITIL-based incident and request management processes.

The ideal candidate will resolve Tier 1 issues while collaborating across regions and time zones, with responsibilities spanning account administration, MFA, password resets, and knowledge base contributions.