Senior IT Service Desk Analyst – National Security

KBR Careers; Nellis Air Force Base Census-Designated Place (NV); On-site; USD 98,000 - 125,000; Full time

Job summary

KBR is seeking a Senior IT Customer Support specialist to support the National Security Solutions team. This role is a 100% on-site on base, focusing on remote-triage, incident communications, and queue management while resolving IT issues via digital channels.

You will handle IAM tasks, hardware/software support, and proactive ticket routing, with emphasis on maintaining high SLAs and clear communications across Teams, phone, and email.

Qualifications

• Active U.S. Department of Defense Secret Security Clearance required.
• On-site assignment in Niceville, FL.
• Minimum of 5 years of dedicated helpdesk/service desk IT support experience.
• Ability to lift and move equipment up to 25 lbs.
• Demonstrated omnichannel support across Teams, phone, and email.

Responsibilities

• Create and publish customer-facing alerts during maintenance windows and outages.
• Track, assign, and route tickets; monitor SLAs and escalate overdue items.
• Use remote tools to diagnose OS errors, software conflicts, and registry issues.
• Perform remote provisioning and password resets in Active Directory and vaults.
• Provide remote guidance for hardware and software deployments and updates.

Skills

Helpdesk experience

Remote diagnostics

IAM management

ITIL basics

Customer service etiquette

Tools

Jira Service Management

ServiceNow

Windows 11

Microsoft Office 365

Job description

KBR is seeking a Senior IT Customer Support specialist to support the National Security Solutions team. This role is a 100% on-site on base, focusing on remote-triage, incident communications, and queue management while resolving IT issues via digital channels.

You will handle IAM tasks, hardware/software support, and proactive ticket routing, with emphasis on maintaining high SLAs and clear communications across Teams, phone, and email.