Senior IT Customer Support Analyst, Desktop Support

Title

Senior IT Customer Support Analyst, Desktop Support

KBR is seeking a Senior Desktop Support Team Lead to provide advanced technical support and operational leadership across a complex enterprise computing environment. This role serves as a senior escalation resource for desktop, endpoint, and end-user support services while helping ensure the timely resolution of incidents and service requests in accordance with established service level objectives. The successful candidate will leverage deep expertise in Microsoft Windows, Microsoft 365, collaboration technologies, endpoint hardware, and enterprise support processes to resolve complex technical issues and maintain a high-quality user experience.

In addition to hands-on technical support, this position provides leadership, mentoring, and technical direction to support personnel across multiple offices and project locations. Working closely with infrastructure, network, cybersecurity, and business teams, the Senior Desktop Support Team Lead will drive continuous improvement initiatives, support operational reporting, and contribute to the strategic direction of Tier 2 support services throughout the region.

In September 2025, KBR announced that we are spinning our Mission Technology Solutions business into a separate public company. This role will ultimately be part of the new company. The Mission Technology Solutions business partners with governments and defense, intelligence, space, aviation, and critical infrastructure customers to deliver high-end engineering, science, technology, and mission support solutions.

Key Responsibilities

Technical Support & Escalation Leadership

• Serve as a senior escalation resource for complex desktop, endpoint, and user support issues.
• Provide customer support to internal and external customers within established service levels.
• Stage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices.
• Perform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues.
• Install, configure, and support Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies.
• Troubleshoot authentication technologies, including multifactor authentication (MFA), smart cards, digital certificates, single sign-on (SSO), and identity-related services.
• Diagnose and resolve local and network printing issues, including troubleshooting enterprise network printers, print servers, print queues, driver-related issues, and secure printing solutions.
• Support workstation refresh programs and end-user data migrations.
• Provide support for virtual desktop infrastructure (VDI) and remote-access technologies.
• Deliver audiovisual support for conference rooms, executive meetings, and critical videoconferencing events.
• Support IP telephony and collaboration technologies, including Microsoft Teams and similar enterprise communication platforms.
• Perform advanced network troubleshooting and work closely with network engineering teams to resolve connectivity issues.
• Collaborate with vendors and third-party providers to resolve technical issues requiring external escalation.
• Support office openings, closures, relocations, and project site deployments.
• Maintain accurate asset inventories and equipment lifecycle records.
  
  

Leadership & Process Management

• Provide technical leadership and strategic input related to Tier 2 desktop support operations.
• Lead or coordinate the daily activities of support personnel, including geographically dispersed team members.
• Mentor, train, and support junior technicians and service desk personnel.
• Identify recurring issues, process inefficiencies, and operational risks and implement corrective actions.
• Coordinate resolution activities for cross-functional incidents involving networking, cybersecurity, infrastructure, voice, and enterprise application teams.
• Develop and improve support processes, procedures, and operational standards.
• Prepare and present service delivery reports, ticket metrics, SLO performance reviews, and operational dashboards.
• Maintain technical documentation, knowledge articles, support procedures, and runbooks.
• Participate in on-call support rotations and executive/VIP support activities as required.
  
  

Basic Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.
• 5 years of enterprise desktop support experience.
• Experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment.
• Experience leading, mentoring, or directing the work of other technical support professionals.
  
  

Skills & Competencies

• Advanced knowledge of desktop support operations, service management processes, and enterprise IT environments.
• Strong leadership and team coordination skills.
• Advanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms.
• Experience troubleshooting and supporting Apple MacBook devices and macOS operating systems.
• Experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues.
• Strong verbal, written, and presentation skills.
• Experience developing reports and presenting operational metrics to management.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent customer service, stakeholder engagement, and problem-solving capabilities.
  
  

Preferred Qualifications

• One or more of the following certifications: ITIL Foundation Certification, CompTIA A or Network certifications, Microsoft Endpoint Administrator or Modern Desktop Administrator certification.
• Cisco networking experience or CCST/CCNA certification.
• Linux administration experience.
• Experience with SAP or asset management systems.
• Project leadership or supervisory experience.
  
  

Additional Requirements

• Must be legally authorized to work in the United States without current or future employer sponsorship unless otherwise specified.
• Ability to obtain and maintain any required customer, government, or contract-specific clearances.
• Valid driver's license may be required.
• Occasional travel to local, regional, and project locations may be required.
  
  

Additional Compensation: KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of sign on bonus, relocation benefits, short term incentives, long term incentives, or discretionary payments for exceptional performance.

Benefits: KBR offers a selection of competitive lifestyle benefits which could include a 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.

Belong, Connect and Grow at KBR

At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team’s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

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