Senior Desktop Support Lead – Windows, 365 & VDI

KBR Careers

Chantilly (VA)

On-site

USD 90,000 - 125,000

Full time

3 days ago

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Job summary

KBR is seeking a Senior IT Customer Support Analyst to lead desktop support operations across multiple offices. You will resolve high‑level incidents, mentor junior staff, and coordinate with infrastructure, network, and cybersecurity teams to improve service delivery.

The role emphasizes leadership, operational reporting, and strategic direction for Tier 2 desktop support within a complex enterprise environment.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
5+ years of enterprise desktop support experience.
Experience providing Tier 2 or Tier 3 desktop support in a Microsoft-based environment.
Experience leading, mentoring, or directing the work of other technical support professionals.

Responsibilities

Serve as a senior escalation resource for complex desktop, endpoint, and user support issues.
Provide customer support to internal and external customers within established service levels.
Stage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices.
Perform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues.
Install, configure, and support Microsoft Windows OS, Microsoft 365 apps, Teams, and related enterprise tech.
Troubleshoot authentication technologies (MFA, smart cards, SSO, certificates).
Diagnose and resolve local/network printing issues; manage print servers and queues.
Support VDI and remote-access technologies; provide audiovisual support for meetings.
Support IP telephony and collaboration platforms; assist networking teams as needed.
Maintain asset inventories and lifecycle records; participate in on-call rotations.