Global 1st-Line IT Support (Remote Options)

KBR Careers; Dayton (OH); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Bonus eligibility

401K plan

Medical benefits

Paid time off

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 follow-the-sun IT service desk. The role provides initial support for account administration, hardware, software, access, and authentication issues while aligning with ITIL processes.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment. They will work across regions and time zones, documenting tickets and collaborating with Tier 2/3

Qualifications

• High school diploma or GED; US citizenship required.
• 0–2 years in a service desk or support role; ServiceNow familiarity preferred.
• Experience with Microsoft 365, Windows, AD/Azure AD, MFA.
• Ability to document activities and follow ITIL-based procedures.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems.
• Triage incoming inquiries and meet SLAs.
• Utilize knowledge base articles to diagnose and resolve Tier 1 issues.
• Assist with account management, password resets, and MFA administration.
• Document troubleshooting steps and customer communications thoroughly.
• Escalate issues to Tier 2 or Tier 3 teams when needed.

Skills

Customer service

Communication

Problem-solving

Independent work

Team collaboration

Education

High school diploma or GED

Associate degree in Information Technology or Computer Science

Technical training or equivalent experience

Tools

ServiceNow ITSM

Microsoft 365

Windows

Active Directory / Azure AD

Multi-factor authentication (MFA)

Remote support tools (MS Teams)

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 follow-the-sun IT service desk. The role provides initial support for account administration, hardware, software, access, and authentication issues while aligning with ITIL processes.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment. They will work across regions and time zones, documenting tickets and collaborating with Tier 2/3