Global 24/7 IT Service Desk Technician - Remote

KBR Careers; Colorado Springs (CO); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Bonus potential

Job summary

KBR Careers is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a 24x7 IT service desk. You will handle account administration, hardware, software, and access issues, document incidents, and ensure SLAs are met while collaborating with global teams.

The ideal candidate requires strong communication, customer focus, and basic IT knowledge. Eligible for remote/hybrid work and shift-based scheduling, including nights and weekends.

Qualifications

• High school diploma or GED required.
• US Citizen required.
• 0–2 years experience in a service desk or IT support environment.
• Experience with 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.
• 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.
• Monitor and manage ticket queues to ensure compliance with SLAs.
• Collaborate with Tier 2/3 support when escalation is needed.

Skills

Customer service

Communication

Team collaboration

Technical troubleshooting

Remote support

Microsoft 365

Education

Associate degree in IT/CS

High school diploma

Tools

ServiceNow ITSM

Windows OS

Active Directory

Azure AD

MS Teams

Job description

KBR Careers is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a 24x7 IT service desk. You will handle account administration, hardware, software, and access issues, document incidents, and ensure SLAs are met while collaborating with global teams.

The ideal candidate requires strong communication, customer focus, and basic IT knowledge. Eligible for remote/hybrid work and shift-based scheduling, including nights and weekends.