Associate IT Customer Support Analyst

Title:

Associate IT Customer Support Analyst

KBR — Delivering Solutions, Changing the World.

KBR brings together the best and brightest to deliver science, technology and engineering solutions that help governments and companies around the world accomplish their most critical missions and objectives.

In everything we do, we are guided by our ONE KBR Values:

• We Value Our People – We create diverse, inclusive environments in which each person can feel safe, respected and valued, and where everyone has opportunities to grow and reach their full potential.
• We Deliver – We are uncompromising in our commitment to deliver innovative, high-quality, technology-led solutions for our customers and exceptional, sustainable value for all our stakeholders.
• We Are People of Integrity – We value honesty, trust, courage, fairness, prudence and tenacity. We believe doing what’s right for the planet, the communities where we work, and our people is good for business.
• We Empower – We empower our people with a shared purpose, the right tools and the supportive culture they need to be proactive decision-makers, to be adaptive to change, and to succeed.
• We Are a Team of Teams – We have a will to succeed, but we value the achievements of our team of teams over individual accomplishments. Our collective focus makes us a better, stronger, more effective company.

We have also embedded environmental, social and governance (ESG) principles in every business operation and corporate function. Not only are we committed to operating safely, sustainably and equitably, but we are also committed to using our capabilities and expertise to help our customers accomplish their sustainability goals. Worldwide, KBR employs a diverse workforce approximately 29,000 people strong, with customers in more than 80 countries and operations in 40 countries. At KBR, We Deliver.

Duties and Responsibilities

Under general direction, solves complex problems requiring detailed knowledge of industry best practices within a Microsoft Windows 10 desktop computing environment. Works to ensure break/fix and request tickets for computers, peripherals, software, and printers are responded to and addressed within established service level objectives, escalating as necessary.  

Provides ongoing technical support to local users face-to-face, as well as other offices and project sites both remotely and in person (when travel is required). Supplies hands-on support as directed by the network, security, server, voice, and other IT teams when local participation is necessary. Participates in establishing and decommissioning offices and project sites as required. Maintains an accurate inventory of both deployed assets and storeroom equipment. Must be able to participate in some on-call and/or after-hours work as needed. 

Uses experience and problem-solving skills to develop and improve processes and provides reports as required. May provide guidance to less experienced team members. 

• Relies upon experience, interpersonal skills, and broad knowledge of field to ensure task completion in compliance with policies, procedures, and business strategy.
• Stage, prepare, and deploy computer, peripherals, and devices to the users.
• Break/fix support for end user hardware, including but not limited to laptops, desktops, workstations, printers, and peripherals.
• Occasionally perform installation of non-standard software
• Break/fix support for COE (Common Office Environment) software including Microsoft Windows 10, Office 365, and Teams using demonstrated troubleshooting capabilities.
• Ability to successfully troubleshoot 2FA, certificate, CAC, and other authentication issues.
• Ability to successfully troubleshoot printing issues.
• Facilitate data migration between computers.
• Virtual desktop support
• Familiarity with IPT voice technologies and collaboration tools like Microsoft Teams, Cisco Jabber
• Provide technical A/V support including critical videoconference meetings.
• Working knowledge of Microsoft server technologies and Dell server hardware
• General knowledge to perform high level network troubleshooting analysis, Cisco knowledge preferred.
• Collaborate with vendors or third-party support to resolve technical hardware or software issues

Qualifications and Skills Requirements

Skills required for this position are typically acquired through the completion of an undergraduate degree and 3+ years of experience. Additional years of experience will be accepted in lieu of a degree. 

• Ability to identify points of failure, areas for improvements, bottlenecks.
• Coordinate resolution of issues in collaboration with various IT teams
• High knowledge of IT operations, responsibilities, processes, and procedures to indepen