Global Tier 1 IT Service Desk — 24/7 Remote Support

KBR Careers; Carlsbad (CA); Hybrid; USD 55,000 - 77,000; Full time

Benefits offered by this job

Bonuses

Medical benefits

401K plan

Flexible work arrangements

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users on a follow-the-sun IT service desk. The role provides first-line support for account administration, hardware, software, access, and authentication issues while ensuring incidents are managed per ITIL processes.

The ideal candidate will have strong communication skills, a customer-focused approach, and the ability to work across multiple regions and time zones in a 24x7 environment.

Qualifications

• High school diploma or GED required
• Associate degree in IT or related field preferred; equivalent experience considered
• 0–2 years in service desk or similar role; ITSM experience
• Experience using ServiceNow ITSM or equivalent ticketing platform

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
• Answer and triage incoming support requests while meeting SLAs.
• Use knowledge bases and procedures to diagnose and resolve Tier 1 issues.
• Support user account management, password resets, and MFA administration.
• Document troubleshooting steps and resolutions clearly and thoroughly.
• Create, update, and manage incidents in ServiceNow per ITIL guidelines.
• Escalate issues to Tier 2/3 when additional expertise is required.
• Contribute to knowledge base articles and process improvements.
• Collaborate with team members across regions and time zones.

Skills

Microsoft 365

Active Directory

Azure AD

Remote support

ITIL basics

Communication

Education

High school diploma or GED

Associate degree in IT or related field

Tools

ServiceNow ITSM

Ticketing systems

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users on a follow-the-sun IT service desk. The role provides first-line support for account administration, hardware, software, access, and authentication issues while ensuring incidents are managed per ITIL processes.

The ideal candidate will have strong communication skills, a customer-focused approach, and the ability to work across multiple regions and time zones in a 24x7 environment.