Senior IT Customer Support Analyst, Desktop Support

KBR Careers; Arlington (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

KBR Careers in Arlington, VA seeks a Senior IT Customer Support Technician to provide Tier 2 desktop and deskside support for Windows 11 devices, software, and peripherals. You will be the on-site contact for deployments, incidents, and asset lifecycle activities.

You will image and configure equipment, maintain asset records in ITSM (ServiceNow), troubleshoot hardware, network and software issues, assist with onboarding and device refresh programs, and contribute to knowledge bases.

Qualifications

• 2+ years of desktop/deskside support in a corporate environment.
• Experience supporting Windows environments, endpoint hardware, and enterprise apps.
• Experience using ServiceNow or similar ITSM platform.
• Ability to lift and move IT equipment and travel locally.

Responsibilities

• Provide Tier 2 desktop and deskside support for laptops, desktops, printers, and mobile devices.
• Troubleshoot Windows 11, M365, Teams, authentication, and end-user apps.
• Image, configure, deploy, and replace end-user computing equipment.
• Maintain asset records and tracking in ITSM.
• Perform hardware diagnostics and coordinate warranty/repairs.
• Support onboarding, device refresh, data migrations, and recovery.
• Assist with conference room tech and collaboration tools.
• Document incidents, requests, and knowledge base content.
• Participate in on-call, after-hours, and local site support.

Skills

Windows 11

Microsoft 365

Teams

Customer service

End-user support

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Job description

KBR is hiring a Senior IT Customer Support Technician to provide Tier 2 desktop and deskside support for end-user computing hardware, software, and peripherals in a Microsoft Windows 11 environment. This role serves as the on-site technical point of contact for device deployments, incident resolution, hardware lifecycle activities, and day-to-day technical support. The ideal candidate will troubleshoot and resolve a wide range of hardware, software, and connectivity issues while delivering excellent customer service and partnering with specialized IT teams to support business operations. *Trinzic is being established as an independent public company through the planned separation of KBR's Mission Technology Solutions business, which is expected to be completed on January 4, 2027. This role offers a rare opportunity to join the organization during a pivotal period of growth and transformation, helping build and support technology services and end-user computing capabilities that will position the company for long-term success while serving critical government and commercial missions around the world.* **Key Responsibilities*** Provide Tier 2 desktop and deskside support for laptops, desktops, printers, mobile devices, and related peripherals.* Troubleshoot and resolve issues involving Windows 11, Microsoft 365, Teams, authentication services, and end-user applications.* Stage, image, configure, deploy, and replace end-user computing equipment.* Maintain accurate asset inventory records and support equipment tracking using ServiceNow or similar ITSM platforms.* Perform hardware diagnostics, repairs, and warranty support coordination with vendors and manufacturers.* Support user onboarding, device refresh programs, data migrations, and equipment recovery activities.* Assist with conference room technology, audiovisual equipment, and collaboration tools.* Perform basic network and connectivity troubleshooting and escalate issues to appropriate technical teams when required.* Document incidents, service requests, troubleshooting activities, and knowledge base content.* Participate in on-call, after-hours, and local site support activities as needed. **Basic Qualifications****Education & Experience*** Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.* 2+ years of desktop support, deskside support, or IT customer support experience in a corporate environment.* Experience supporting Microsoft Windows environments, endpoint hardware, and common enterprise applications.* Experience using ServiceNow or a comparable ticketing/IT service management platform.* Ability to lift and move IT equipment as required and travel locally to support business needs.**Technical Expertise*** Working knowledge of Windows 11, Microsoft 365, Teams, and common enterprise desktop technologies.* Experience troubleshooting hardware, peripherals, printers, and mobile devices.* Familiarity with device imaging, deployment, asset management, and endpoint support processes.* Understanding of networking fundamentals, including Wi-Fi, TCP/IP, and basic connectivity troubleshooting.* Strong customer service, communication, and problem-solving skills.* Ability to work independently while collaborating effectively with a distributed IT team. **Preferred Qualifications*** Experience supporting virtual desktop infrastructure (VDI) environments.* Familiarity with Microsoft Endpoint Manager, Intune, or similar endpoint management tools.* Exposure to Cisco networking technologies and enterprise server environments.* Experience with SAP or other asset management systems.* CompTIA A+, Network+, ITIL Foundation, or Microsoft endpoint administration certifications.