Global 1st-Line IT Service Desk (Remote & 24/7)

KBR Careers; Albuquerque (NM); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Bonuses

401K match

Medical benefits

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users across a global, follow-the-sun IT Service Desk. The role covers account administration, hardware, software, access, and authentication issues with a focus on customer service and clear communication.

The ideal candidate has 0–2 years of service desk experience, familiarity with ServiceNow, and knowledge of Windows, Microsoft 365, Active Directory, and MFA.

Qualifications

• High school diploma or GED required.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
• Answer and triage incoming support contacts while meeting established service level objectives.
• Utilize knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible.
• Support user account management, password resets, and multi-factor authentication (MFA) administration.
• Deliver exceptional customer service while communicating technical information clearly to non-technical users.
• Create, update, manage, and resolve Incident and Request records within ServiceNow per ITIL best practices.
• Document troubleshooting activities, resolution steps, and customer communications accurately.
• Monitor and manage ticket queues to ensure SLAs are met.
• Escalate to Tier 2/3 when needed; ensure proper categorization and routing.
• Contribute to knowledge base articles and improve processes and self-service capabilities.
• Participate in shift coordination during high-volume periods and incidents; collaborate across regions and time zones.
• Support a 24x7x365 service organization with assigned shifts, including nights, weekends, and holidays.

Skills

Communication

Customer service

Problem solving

Team collaboration

Attention to detail

Multi-timezone support

Education

High school diploma or GED

US citizenship

Associate degree in IT or related field (preferred)

Equivalent training or experience

Tools

ServiceNow ITSM

Microsoft 365

Windows OS

Active Directory

Azure AD

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users across a global, follow-the-sun IT Service Desk. The role covers account administration, hardware, software, access, and authentication issues with a focus on customer service and clear communication.

The ideal candidate has 0–2 years of service desk experience, familiarity with ServiceNow, and knowledge of Windows, Microsoft 365, Active Directory, and MFA.