Senior IT Service Desk Analyst (Secret Clearance)

KBR Careers; Chandler (AZ); On-site; USD 98,000 - 135,000; Full time

Job summary

KBR in the United States is seeking a Senior IT Customer Support to join our National Security Solutions team. This on-site role operates at the Niceville, FL facility, focusing on infrastructure, software, and identity management issues resolved via enterprise channels.

The candidate will monitor queues, guide incident communications, and assist with deployments and updates, leveraging remote diagnostics and ITSM workflows to sustain high SLAs in a defense-focused environment.

Qualifications

• Minimum 5 years in helpdesk or service desk support.
• Ability to work on-site in Niceville, FL facility.
• Security clearance active (DoD Secret).
• Omnichannel support across Teams, phone, and email.

Responsibilities

• Serve as primary incident communicator for customer alerts.
• Manage ticket queue, routing, and SLA adherence.
• Perform remote diagnostics to resolve OS/app issues.
• Manage IAM tasks including password resets in AD.
• Provide remote guidance for hardware/software troubleshooting.

Skills

Helpdesk experience

Security clearance

Multichannel support

Remote diagnostics

Active Directory

Tools

Jira Service Management

ServiceNow

Job description

KBR in the United States is seeking a Senior IT Customer Support to join our National Security Solutions team. This on-site role operates at the Niceville, FL facility, focusing on infrastructure, software, and identity management issues resolved via enterprise channels.

The candidate will monitor queues, guide incident communications, and assist with deployments and updates, leveraging remote diagnostics and ITSM workflows to sustain high SLAs in a defense-focused environment.