Global Tier 1 IT Service Desk | Remote & 24x7 Support

KBR Careers; Carlsbad (CA); Hybrid; USD 42,000 - 68,000; Full time

Benefits offered by this job

Bonuses

Medical, dental, vision insurance

401K with company match

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users in a 24x7x365 environment. The role supports account administration, hardware, software, access, and authentication issues, following ITIL processes and using ServiceNow for incident management.

The ideal candidate will have strong communication skills, customer focus, and the ability to work across regions and time zones.

Qualifications

• US Citizenship required
• High school diploma or GED
• Associate degree in IT/CS or related field preferred
• 0-2 years of experience in a service desk or similar environment
• Experience using ServiceNow ITSM or equivalent ticketing system

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access issues.
• Triage and respond to incidents and requests per SLAs.
• Document troubleshooting steps and communications.
• Manage user accounts, password resets, and MFA administration.
• Collaborate with Tier 2/3 support and cross-region teams.

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to serve as the first point of contact for end users in a 24x7x365 environment. The role supports account administration, hardware, software, access, and authentication issues, following ITIL processes and using ServiceNow for incident management.

The ideal candidate will have strong communication skills, customer focus, and the ability to work across regions and time zones.