Global Tier 1 Service Desk Technician

KBR • Vandalia, OH

3d

About The Position

The Service Desk Technician I (Tier 1) is the first point of contact for end users using a global, follow-the-sun IT Service Desk. The role provides first-line technical support for account administration, hardware, software, access, and authentication issues, and manages incidents and service requests through established IT service management processes. The successful candidate is customer-focused, detail-oriented, and effective in a fast-paced support environment, with strong communication skills, accurate ticket documentation, and the ability to collaborate across regions, time zones, and cultures.

The position supports a 24x7x365 service organization on assigned shifts, including nights, weekends, and holidays. Depending on business needs and location, the work environment may be remote, hybrid, or office-based. Remote or hybrid work requires reliable high-speed internet, and the role involves remaining at a workstation for extended periods while assisting users through phone, chat, and ticketing systems.

Requirements

• High school diploma or GED.
• Must be a U.S. citizen.
• Zero to two years of experience in a service desk, help desk, technical support, or customer support environment.
• Experience using ServiceNow ITSM or a comparable enterprise ticketing platform.
• Working knowledge of Microsoft 365 applications and Windows desktop operating systems.
• Experience supporting Active Directory, Azure AD, password management, and multi-factor authentication solutions.
• Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.
• Understanding of incident management, service request fulfillment, and basic troubleshooting methodologies.
• Ability to document support activities accurately and follow established support procedures.
• Strong verbal and written communication skills.
• Excellent customer service, interpersonal, and problem-solving skills.
• Ability to work independently and manage competing priorities in a fast-paced environment.
• Ability to collaborate effectively with diverse teams across multiple regions and time zones.
• Ability to work assigned shifts, including nights, weekends, and holidays, in a 24x7x365 environment.

Nice To Haves

• Associate degree in Information Technology, Computer Science, or a related field; equivalent technical training or experience may be considered.
• CompTIA A+ certification.
• HDI Customer Service Representative (CSR) certification or equivalent.
• ITIL 4 Foundation certification or willingness to obtain it within the first year of employment.
• Microsoft, Dell, or other relevant technical certifications.
• Experience supporting users in a global or multi-region environment.
• Familiarity with macOS and iOS support.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
• Answer and triage incoming support contacts while meeting established service level objectives.
• Use knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible.
• Support user account management, password resets, and multi-factor authentication administration.
• Communicate technical information clearly to non-technical users while delivering customer service.
• Create, update, manage, and resolve incident and request records in ServiceNow in accordance with ITIL best practices.
• Accurately document troubleshooting activities, resolution steps, and customer communications.
• Monitor and manage ticket queues to ensure compliance with established service level agreements.
• Escalate issues to Tier 2 or Tier 3 support teams when additional expertise or access is required.
• Ensure incidents and requests are categorized, prioritized, and routed appropriately.
• Contribute to creating and maintaining knowledge base articles, procedures, and support documentation.
• Identify opportunities to improve processes, automation, and self-service capabilities.
• Participate in technical and professional development, including role-related certifications and training.
• Participate in rotational support coordination during high-volume periods and major incidents.
• Collaborate with team members, supervisors, and end users across multiple regions and cultures.
• Work assigned shifts, including nights, weekends, and holidays, in a 24x7x365 service organization.

Benefits

• A 401(k) plan with company match may be offered.
• Medical, dental, vision, life insurance, and AD&D benefits may be offered.
• Flexible spending account and disability benefits may be offered.
• Paid time off or a flexible work schedule may be offered.
• Professional training and development to support career advancement.
• Additional compensation for certain job titles or levels may include a sign-on bonus, relocation benefits, short-term incentives, long-term incentives, or discretionary payments for exceptional performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED