Senior IT Service Desk Analyst — On-Site, Secure Support

KBR Careers; Alexandria (VA); On-site; USD 98,000 - 135,000; Full time

Job summary

KBR is seeking a Senior IT Customer Support professional to join our National Security Solutions team. The role focuses on remote-triage and inbound service desk support across enterprise systems, with primary responsibilities in incident communications, queue management, and remote diagnostics.

The ideal candidate has 5+ years in IT helpdesk environments, DoD Secret clearance, and is able to operate on-site in Niceville, FL.

Qualifications

• Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments.
• Active DoD Secret Security Clearance required or able to maintain.
• 100% on-site assignment at Niceville, FL facility.
• Proficient in remote-triage and enterpriseIT support processes.

Responsibilities

• Draft and broadcast customer-facing incident notifications and updates.
• Monitor queues and SLAs; route tickets and escalate where needed to meet SLAs.
• Perform remote diagnostics and desktop triage using secure tools.
• Manage IAM tasks: provisioning, password resets, and AD group changes.
• Provide remote, step-by-step guidance for end-user issues and software deployments.

Skills

Windows 11

Microsoft Office

Jira Service Management

ServiceNow

PowerShell

Active Directory

ITIL Foundations

Change Control

Tools

MDT

WDS

Job description

KBR is seeking a Senior IT Customer Support professional to join our National Security Solutions team. The role focuses on remote-triage and inbound service desk support across enterprise systems, with primary responsibilities in incident communications, queue management, and remote diagnostics.

The ideal candidate has 5+ years in IT helpdesk environments, DoD Secret clearance, and is able to operate on-site in Niceville, FL.