Global 24/7 Tier 1 Service Desk Technician (Remote)

KBR; Houston (TX); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Bonuses

401K plan

Medical/dental/vision

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to provide first-contact IT support for end users globally. You will handle account, hardware, software, access, and authentication issues, ensuring incidents are logged, prioritized, and resolved following ITIL practices.

You will work in a 24x7x365 service environment, collaborating with Tier 2 teams and leveraging ServiceNow, MS 365, and AD tools to resolve issues and improve self-service capabilities.

Qualifications

• High school diploma or GED required; Associate degree or technical training preferred.
• Zero to two years in a service desk or IT support role.
• Experience using ServiceNow ITSM or similar ticketing platform.
• Familiarity with Microsoft 365 apps, Windows OS, AD/Azure AD, MFA.

Responsibilities

• Provide first-contact technical support for account administration, hardware, software, and access issues.
• Document troubleshooting steps and resolutions, ensuring accurate records in the ticket system.
• Maintain SLA alignment and effective ticket queue management across regions and shifts.
• Collaborate with Tier 2/3 teams and contribute to knowledge base updates.

Skills

Customer support

Communication

Team collaboration

Remote support

Time management

Education

High school diploma

Associate degree preferred

Tools

ServiceNow ITSM

Active Directory

Azure AD

MFA

Microsoft Teams

Windows OS

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to provide first-contact IT support for end users globally. You will handle account, hardware, software, access, and authentication issues, ensuring incidents are logged, prioritized, and resolved following ITIL practices.

You will work in a 24x7x365 service environment, collaborating with Tier 2 teams and leveraging ServiceNow, MS 365, and AD tools to resolve issues and improve self-service capabilities.