Associate IT Customer Support Analyst

Title:
Associate IT Customer Support Analyst

KBR - Delivering Solutions, Changing the World.

KBR is a global leader in delivering science, technology, and engineering solutions to governments and top tier commercial clients to overcome tomorrow's challenges, always maintaining our commitment to Zero Harm. With a full portfolio of services, proprietary technologies and expertise, our approximately 37,000 employees are ready to handle projects and missions throughout their entire lifecycle, from planning and design to sustainability and maintenance. Whether at the bottom of the ocean or in outer space, our clients trust us to deliver the impossible on a daily basis.

KBR is seeking an Associate IT Customer Support Analyst to join our Corporate IT team in Lexington Park, MD to provide best-in-class technical support across our Microsoft Windows 10 desktop environment. In this role, you will be a trusted partner to employees at local offices, project sites, and remote locations, ensuring prompt resolution of hardware, software, and peripheral issues in alignment with established service level objectives. You will also collaborate closely with network, security, server, and voice teams to deliver hands-on support, while contributing to office and project site setups, decommissions, and asset management. This position offers the opportunity to apply your problem-solving expertise, improve IT processes, and support high-impact projects in a dynamic, team-oriented environment. This is a full-time, on-site position.

Key Responsibilities:

• Stage, prepare, and deploy computers, peripherals, and devices to end users, ensuring accurate configuration and readiness
• Provide break/fix support for end-user hardware, including laptops, desktops, workstations, printers, and peripherals
• Troubleshoot and resolve software issues across Microsoft Windows 10/11, Office 365, Teams, and other COE (Common Office Environment) applications
• Diagnose and resolve authentication issues, including 2FA, certificate, and CAC-related problems
• Troubleshoot and resolve printing issues to minimize downtime and user disruption
• Facilitate data migration between computers, ensuring secure and accurate transfer of information
• Deliver support for virtual desktop environments, ensuring performance and accessibility
• Provide technical support for A/V equipment and mission-critical videoconference meetings
• Collaborate with network, security, server, and voice teams to support enterprise IT systems and initiatives
• Perform high-level network troubleshooting and analysis; Cisco knowledge preferred
• Assist with Microsoft server technologies and Dell server hardware as needed
• Provide user support for IPT voice technologies and collaboration tools, including Microsoft Teams and Cisco Jabber
• Partner with vendors and third-party support teams to resolve complex technical hardware and software issues
• Contribute to process improvements and documentation to enhance service delivery and knowledge sharing

Basic Qualifications

Education & Experience:

• Bachelor's Degree and 3+ years of experience. Additional relevant experience may be accepted in lieu of a degree
• Must be a US Citizen. Applicant selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

• Strong knowledge of IT operations, responsibilities, processes, and procedures, with the ability to independently resolve technical issues
• Proven ability to identify points of failure, bottlenecks, and areas for improvement, driving resolution in collaboration with IT teams
• Excellent verbal and written communication skills, including the ability to draft user communications and knowledge base articles
• Demonstrated commitment to providing outstanding customer service with a proactive, curious, and solutions-focused mindset
• Highly dependable, organized, and accountable, with the ability to work independently while adhering to established guidelines
• Effective interpersonal skills with the ability to communicate and collaborate across a wide variety of users and teams
• Adaptable and flexible, with the capacity to support business needs across multiple office and project locations
• Composed and professional under pressure, with the ability to maintain poise in high-stress situations
• Motivated self-starter with a desire to continuously learn and improve technical and professional skills

Preferred Qualifications:

• Linux systems administration experience

Additional Compensation : KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of sign on bonus, relocation benefits, short term incentives, long term incentives, or discretionary payments for exceptional performance.

Benefits : KBR offers a selection of competitive lifestyle benefits which could include a 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.

Belong, Connect and Grow at KBR

At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team's philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver - Together.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.