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KBR, Inc. · 3 months ago

Information Technology Customer Support Specialist

Bethesda, MD

Full-time

Hybrid

Entry, Mid Level

$63K/yr - $95K/yr

2+ years exp

KBR, Inc. is a leader in providing high-end engineering and advanced technology solutions for national security. The Information Technology Customer Support Specialist will provide first line IT technical support to end users, ensuring efficient problem resolution and maintaining service levels in a dynamic team environment.

ConsultingCyber SecurityInformation TechnologyProject ManagementSoftware EngineeringTraining

No H1B

Security Clearance Required

U.S. Citizen Only

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

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

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

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, stay on top of individual KPI’s and reporting, to ensure performance expectations are met

Demonstrates the desire to learn and work toward continued self-improvement

Use and basic knowledge of support tools such as, but not limited to: Microsoft Office365 products, CyberArk, Multi-Factor Authentication (Symantec VIP, RSA, DUO, Microsoft Authenticator), on-prem and Azure Active Directory, VDI/Citrix, remote tools such as LogMeIn Rescue, Collaboration Tools such as MS Teams, Cisco Jabber and Cisco IP Communicator

Qualification

Active TS/SCI Security ClearanceLAN Systems AdministrationMicrosoft Office SuiteTroubleshooting Hardware/SoftwareNetwork Equipment MaintenanceData AnalysisCollaboration ToolsTime ManagementOrganizational Skills

Required

Active TS/SCI security clearance and willingness to sit for a poly upon request

Completion of a 2-year Technical School program in Information Technology, Computer Science, or related field

At least 2 years of experience as a local area network (LAN) Systems administrator

At least 2 years of experience debugging software and hardware, printers, and peripherals

Completed advanced training in Microsoft Office Professional software Word, Excel, PowerPoint, Outlook, Access and Internet Explorer

Proficient with Microsoft Office suite of products

Proficiency in the use of the internet and computer operating systems at an administrator level

Ability to diagnose and repair hardware components and software applications

Ability to build office networks

Ability to troubleshoot and maintain copper and fiber optic network equipment

Expertise in collecting, analyzing, and summarizing data and preparing daily reports and work orders

Knowledgeable in the principles and processes involved in supporting IT-related functions at an overseas facility

Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules

Excellent organizational and time management skills

Strong proficiency in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

Preferred

Bachelor's degree in an IT related field

Benefits

401K plan with company match

Medical

Dental

Vision

Life insurance

AD&D

Flexible spending account

Disability

Paid time off

Flexible work schedule

Company

KBR, Inc.

Glassdoor4.0

At KBR, we deliver science, technology and engineering solutions that are helping governments and companies around the world take on the great challenges of our time.

Founded in 1919

Houston, Texas, USA

10001+ employees