Senior IT Customer Support

KBR•Niceville, FL

41d•Onsite

About The Position

KBR's National Security Solutions team provides high-end engineering and advanced technology solutions to customers in the intelligence and national security communities. This position functions as a dedicated remote-triage and inbound service desk position based entirely within our local facility in Niceville, Florida. It does not require localized floor walking or face-to-face desktop support at user desks; all infrastructure, software, and identity management issues are resolved via digital enterprise channels. In addition to serving as a core technical resolver, the selected candidate will play an active role in service desk administration—monitoring unassigned queues, optimizing ticket routing, and managing incident communications during operational milestones.

Requirements

Must hold and be able to maintain an active U.S. Department of Defense Secret Security Clearance at the time of application.
100% operational on-site assignment within the Niceville, FL facility.
Capability to accommodate up to 10% travel, specifically designated for attending advanced technical training courses and participating in collaborative, in-person engineering meetings.
Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments.
Ability to lift and move equipment up to 25 lbs for localized logistics, hardware delivery verifications, or facility upkeep.
Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms: Teams Chat, Telephone Support, Email Correspondence.

Nice To Haves

Comprehensive enterprise support and administration history involving the Windows 11 desktop environment.
Advanced application troubleshooting proficiency spanning the full suite of Microsoft Office products (Word, Excel, Outlook, PowerPoint, and Teams).
Prior hands-on experience navigating workflows, running filters, and coordinating changes inside Jira Service Management or ServiceNow.
Foundational knowledge or administrative experience leveraging the Microsoft Deployment Toolkit (MDT) and Windows Deployment Services (WDS) to configure or push standard operating images remotely.
Exposure to standardizing, auditing, or hardening corporate Windows 11 images against Department of Defense STIGs (Security Technical Implementation Guides).
Experience or familiarity with application packaging, command-line installation syntax, and configuring silent deployment strings (.msi / .exe).
Practical exposure to PowerShell scripting to run remote diagnostics, compile system data, or automate routine directory tasks.
Understanding of ITIL Foundations and standard enterprise Change Control processes.

Responsibilities

Serve as the primary author and communicator for customer-facing alerts. Draft, coordinate, and broadcast clear, non-technical notifications regarding scheduled maintenance windows as well as real-time updates during unexpected system outages.
Actively track, assign, and route incoming tickets within the centralized queue. Perform routine audits of active records to systematically flag, escalate, or remediate delinquent, coming-due, or past-due tickets to safeguard Service Level Agreements (SLAs).
Leverage remote control software and diagnostic utilities to isolate and resolve operating system errors, software conflicts, registry issues, and application anomalies securely over the wire.
Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults.
Provide structured, remote step-by-step guidance to walk end-users through peripheral verification and network device troubleshooting, while executing centralized application deployments and updates.