Global Service Desk Technician (Tier 1) – Remote

Trinzic; Carlsbad (CA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a follow-the-sun IT service desk. You will provide initial technical support for account administration, hardware, software, access, and authentication issues while handling incidents within ITIL-aligned processes.

The successful candidate will be customer-focused, detail-oriented, and able to collaborate across regions and time zones.

Qualifications

• High school diploma or GED required; associate degree preferred for IT-related roles.
• Must be a US citizen per security requirements.
• 0–2 years of service desk or technical support experience is acceptable.
• Experience with ServiceNow ITSM or equivalent is a plus.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account, hardware, software, and access issues.
• Triage incoming contacts and meet defined SLAs while delivering clear, customer-focused support.
• Use knowledge base articles and procedures to diagnose and resolve Tier 1 issues.
• Assist with password resets and MFA administration and communicate clearly with non-technical users.

Skills

Communication skills

Customer service

Independent work

Team collaboration

Education

High school diploma or GED

Associate degree in IT or related field

Tools

Microsoft 365

Windows OS

Active Directory / Azure AD

ServiceNow ITSM

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a follow-the-sun IT service desk. You will provide initial technical support for account administration, hardware, software, access, and authentication issues while handling incidents within ITIL-aligned processes.

The successful candidate will be customer-focused, detail-oriented, and able to collaborate across regions and time zones.