Global 1st-Line IT Service Desk Technician (Remote/Hybrid)

KBR Careers; Houston (TX); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Professional development

Flexible work arrangements

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to provide first-contact IT support across multiple regions and time zones. The role emphasizes customer-focused service, detailed ticket documentation, and adherence to ITIL practices.

Candidates should be proficient with ServiceNow, Microsoft 365, Windows, and identity management tasks. The position supports a 24x7x365 environment with shifts including nights, weekends, and holidays.

Qualifications

• High school diploma or GED required.
• Must be a US Citizen.
• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent training considered.
• 0–2 years of experience in service desk or technical support.
• Experience using ServiceNow ITSM or similar ticketing platform.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access issues.
• Create, update, manage, and resolve incidents and requests in ServiceNow per ITIL practices.
• Document troubleshooting steps and customer communications accurately.
• Monitor ticket queues to meet SLAs and escalate when needed.
• Collaborate with Tier 2/3 teams and other regions to resolve issues.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

High school diploma or GED

US Citizenship

Associate degree in IT/CS or related field preferred

Tools

ServiceNow ITSM

Microsoft 365

Windows OS

Active Directory

Azure AD

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to provide first-contact IT support across multiple regions and time zones. The role emphasizes customer-focused service, detailed ticket documentation, and adherence to ITIL practices.

Candidates should be proficient with ServiceNow, Microsoft 365, Windows, and identity management tasks. The position supports a 24x7x365 environment with shifts including nights, weekends, and holidays.