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

KBR Careers; Charleston (SC); Hybrid; USD 38,000 - 54,000; Full time

Benefits offered by this job

401K with company match

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D

Flexible spending account

Disability insurance

Paid time off

Job summary

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a 24x7 global IT desk. You will diagnose and resolve Tier 1 issues, manage accounts, and ensure ticket documentation is accurate and complete.

The role requires strong communication and customer service skills, with the ability to work across regions and time zones while maintaining service levels and collaborative teamwork.

Qualifications

• High school diploma or GED required; 0–2 years service desk experience preferred.
• Experience with ServiceNow ITSM or similar ticketing platform is a plus.
• Familiarity with Microsoft 365 and Windows desktop OS; AD/Azure AD and MFA experience.
• Customer-focused, detail-oriented, and able to work in a fast-paced support environment.

Responsibilities

• Provide first-contact technical support for account, hardware, software, and access issues.
• Triage and resolve incidents within defined SLAs and document activities.
• Manage incident and service requests in ServiceNow per ITIL practices.
• Support password resets and MFA administration; communicate with non-technical users clearly.
• Collaborate with Tier 2/3 teams and contribute to knowledge base improvements.

Skills

Customer service

Communication

Team collaboration

Time management

Education

High school diploma or GED

Associate degree in IT/CS preferred

Tools

ServiceNow ITSM

Microsoft 365

Windows OS

Active Directory/Azure AD

Multi-factor authentication (MFA)

Microsoft Teams

Job description

KBR is seeking a Global Tier 1 Service Desk Technician to be the first point of contact for end users across a 24x7 global IT desk. You will diagnose and resolve Tier 1 issues, manage accounts, and ensure ticket documentation is accurate and complete.

The role requires strong communication and customer service skills, with the ability to work across regions and time zones while maintaining service levels and collaborative teamwork.