Global 1st‑Line IT Service Desk Technician (Remote)

KBR Careers; Houston (TX); Hybrid; USD 48,000 - 70,000; Full time

Job summary

KBR Careers is seeking a Global Tier 1 Service Desk Technician to be the first contact for end users across a global 24x7 IT service desk. You will provide front-line support for account administration, hardware, software, and access issues, ensuring incidents are managed per ITIL practices.

The role emphasizes customer-focused communication, accurate ticketing, and collaboration across regions and time zones, with shift-based coverage including nights and weekends.

Qualifications

• High school diploma or GED is required.
• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent technical training or experience may be considered.
• Zero to two 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.

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.

Skills

Verbal and written communication

Customer service

Independence and prioritization

Team collaboration

Fast-paced environment adaptability

Education

High school diploma or GED

Associate degree in IT/CS or related field

Tools

ServiceNow ITSM

Microsoft 365

Azure AD

Remote support tools

Job description

KBR Careers is seeking a Global Tier 1 Service Desk Technician to be the first contact for end users across a global 24x7 IT service desk. You will provide front-line support for account administration, hardware, software, and access issues, ensuring incidents are managed per ITIL practices.

The role emphasizes customer-focused communication, accurate ticketing, and collaboration across regions and time zones, with shift-based coverage including nights and weekends.