Senior Desktop Support Lead: Windows, 365 & VDI Expert

KBR Careers; Columbia (MD); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

401K plan with company match

Medical benefits

Paid time off / flexible work schedule

Job summary

KBR is seeking a Senior IT Customer Support Analyst to lead desktop support operations across a complex enterprise environment. You will provide advanced technical support, mentor staff, and collaborate with cross-functional teams to resolve incidents within SLAs.

The role emphasizes leadership in Tier 2 support, escalating issues, and delivering high-quality user experiences across Windows, M365, and collaboration platforms.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of enterprise desktop support experience.
• Experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment.

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 operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies.

Skills

Advanced desktop support

Windows OS & Microsoft 365

Troubleshooting

Leadership

Customer service

On-site support

VDI/Remote access

Education

Bachelor's degree in IT or related field

Tools

SAP

Job description

KBR is seeking a Senior IT Customer Support Analyst to lead desktop support operations across a complex enterprise environment. You will provide advanced technical support, mentor staff, and collaborate with cross-functional teams to resolve incidents within SLAs.

The role emphasizes leadership in Tier 2 support, escalating issues, and delivering high-quality user experiences across Windows, M365, and collaboration platforms.