IT Customer Support Technician

Title:

IT Customer Support Technician

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.

Must be a US Citizen

Core Role and Responsibilities:

Provides first line (Tier 1) IT technical support to end users for account administration, distribution of software and documentation, system/network status, and problem entry, via problem ITSM tracking tool. With high availability time and outstanding verbal skills, answers incoming phone calls, responding to technical questions and performing minor troubleshooting regarding use and identification of computer hardware and software or security administration. Monitors high traffic ticket queue to work towards, and meet, defined team Service Levels.  Leveraging excellent written skills, collects and documents necessary information for issue escalation as necessary to appropriate support teams. Supports and is responsive to assist peers and lower-skilled employees as a part of a collaborative team effort.

Essential Job Functions:

• Performs the assignments in the form of objectives with goals and process to meet goals outline. Applies job skills and company policies to complete a wide range of tasks.
• Works on issues that may be complex in nature, where judgment is resolving problems and making routine recommendations, using all resources and tools available to you.
• Provides first contact resolution technical support via incoming phone calls, to customers with questions regarding account administration, distribution or issues with hardware, software, and security administration.  All information reported is well documented within the ITSM tracking tool. To meet agreed upon objectives, 90% of all incoming calls should be answered within 20 seconds, requiring high availability time during your given shift.
• Monitors high traffic ticket queue within the ITSM tracking tool, to work towards, and meet, defined team Service Levels. Incident Service Levels are defined and tracked for team and individual performance results.
• Interacts daily with supervisor, peer groups, and customers, professionally. All interactions involve exchange or presentation of empathy.  
• Requires only general supervision and guidance. Normally receives no instruction on routine work and little instruction is needed on new assignments or tasks, aside from basic training provided.
• Works independently with customers to provide customized solutions utilizing standard software products and approved process guidelines.
• Bring forward ideas, including one Tier 0 automation process, to innovate the Service Desk as a whole and remain relevant throughout constant demand and change.
• Works independently, and as a team, to maintain knowledge base. General requirement to create 12 new documented processes, or edit/update legacy processes, each year.
• Rotationally leveraged as a support coordinator to assist with high call and ticket traffic, major incidents, and general administration for assisting other Service Desk peers.
• Using dashboards provided,