Associate IT Customer Support Analyst

KBR•Lexington Park, MD

3d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Linux systems administration experience

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