Global 1st-Line IT Service Desk Technician - Remote

KBR Careers; El Segundo (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Bonuses/Commission

Medical, dental, vision benefits

401K with company match

Professional development

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician in El Segundo, CA to provide first-contact IT support for account administration, hardware, software, and access issues across a 24x7 support model.

The role requires strong customer service, clear communication, and teamwork across regions. You will handle incident and request records, contribute to knowledge management, and collaborate with Tier 2/3 teams to resolve outages.

Qualifications

• High school diploma or GED required.
• US Citizenship required.
• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent training or experience may be considered.
• 0 to 2 years of experience in a service desk, help desk, technical support, or customer support environment.
• Experience utilizing ServiceNow ITSM or a comparable enterprise ticketing platform.
• Working knowledge of Microsoft 365 applications and Windows desktop operating systems.
• Experience supporting Active Directory, Azure AD, password management, and multi-factor authentication solutions.
• Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.

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 in accordance with ITIL best practices.
• Document troubleshooting activities, resolution steps, and customer communications accurately and thoroughly.
• Monitor and manage ticket queues to ensure compliance with established service level agreements (SLAs).
• Escalate issues to appropriate Tier 2 or Tier 3 support teams when additional expertise or access is required.
• Ensure all incidents and requests are categorized, prioritized, and routed appropriately.
• Contribute to the creation and maintenance of knowledge base articles, procedures, and support documentation.
• Identify opportunities to improve processes, automation, and self-service capabilities.
• Participate in ongoing technical and professional development activities, including role-related certifications and training.
• Participate in rotational support coordination activities during high-volume periods and major incidents.
• Collaborate effectively with team members, supervisors, and end users across multiple regions and cultures.
• Support a 24x7x365 service organization through assigned shift schedules, including nights, weekends, and holidays.

Skills

Customer service

Communication

Team collaboration

Problem solving

Time management

Education

Associate degree in IT/CS

High school diploma or GED

Tools

ServiceNow ITSM

Microsoft 365

Windows OS

Azure AD

Active Directory

MFA solutions

Job description

KBR is seeking a Global Tier 1 Service Desk Technician in El Segundo, CA to provide first-contact IT support for account administration, hardware, software, and access issues across a 24x7 support model.

The role requires strong customer service, clear communication, and teamwork across regions. You will handle incident and request records, contribute to knowledge management, and collaborate with Tier 2/3 teams to resolve outages.