Senior IT Support & Incident Response (On-Site)

Trinzic; Alexandria (VA); On-site; USD 115,000 - 135,000; Full time

Job summary

KBR is seeking a Senior IT Customer Support professional to join our technical operations team. The role is a remote-triage, inbound service desk position based entirely within a local facility, resolving infrastructure, software, and identity issues digitally.

Key responsibilities include incident communications, queue management, remote diagnostics, IAM controls, and centralized hardware/software support to ensure uninterrupted service for critical national security systems.

Qualifications

• Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized IT support.
• Security clearance: active DoD Secret; on-site work in Niceville, FL; up to 10% travel.
• Omnichannel support: Teams, phone, and email with professional communications standards.

Responsibilities

• Produce customer-facing incident communications and notifications for maintenance windows and outages.
• Manage centralized queue, assign tickets, and monitor SLAs to ensure timely resolutions.
• Perform remote diagnostics and desktop triage to resolve OS, software, and app issues.
• Conduct remote IAM tasks including provisioning, password resets, and group permissions in AD.
• Provide structured, remote guidance for hardware and software troubleshooting and centralized deployments.

Skills

IT helpdesk experience

Remote support etiquette

Incident communications

Team collaboration

Tools

Active Directory

Jira Service Management

ServiceNow

MDT / WDS

Job description

KBR is seeking a Senior IT Customer Support professional to join our technical operations team. The role is a remote-triage, inbound service desk position based entirely within a local facility, resolving infrastructure, software, and identity issues digitally.

Key responsibilities include incident communications, queue management, remote diagnostics, IAM controls, and centralized hardware/software support to ensure uninterrupted service for critical national security systems.