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

KBR, Inc; Houston, Northern (TX, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

401K plan with company match

Medical, dental, vision insurance

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to act as the first point of contact for end users worldwide. You will provide first-line technical support for account administration, hardware, software, and access-related issues, ensuring incidents and service requests are handled through established ITSM processes.

Strong communication and a customer-focused mindset are essential. The role requires collaboration across regions and time zones, with duties including password resets, MFA

Qualifications

• High school diploma or GED required.
• Associate degree in Information Technology or related field preferred; equivalent training may be considered.
• 0–2 years of experience in a service desk or tech support environment.
• Experience with ServiceNow ITSM or similar ticketing platform.
• Working knowledge of Microsoft 365 apps and Windows desktops.
• Experience supporting Active Directory, Azure AD, password management, MFA solutions.
• Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.
• Understanding of incident management, service requests, and basic troubleshooting.
• Ability to document support activities clearly and follow procedures.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access issues.
• Triage incoming support requests and meet service level objectives.
• Use knowledge base and procedures to diagnose and resolve Tier 1 issues.
• Support user account management, password resets, and MFA administration.
• Deliver excellent customer service and explain technical information to non-technical users.
• Create, update, and resolve Incidents and Requests in ServiceNow per ITIL practices.
• Document troubleshooting steps and communications; manage ticket queues and SLAs.
• Escalate to Tier 2/3 when needed and route appropriately.
• Contribute to knowledge base and process improvements.
• Participate in shift coordination and 24x7x365 coverage.

Skills

Communication

Customer service

Problem solving

Independent work

Education

High school diploma or GED

Associate degree in IT/CS or related field

Tools

ServiceNow ITSM

Microsoft 365

Windows OS

Active Directory

Azure AD

Microsoft Teams

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to act as the first point of contact for end users worldwide. You will provide first-line technical support for account administration, hardware, software, and access-related issues, ensuring incidents and service requests are handled through established ITSM processes.

Strong communication and a customer-focused mindset are essential. The role requires collaboration across regions and time zones, with duties including password resets, MFA