Global Tier 1 Service Desk Technician

Join KBR’s global IT support network as a Global Tier 1 Service Desk Technician based in Houston with hybrid work options. This role provides first-line assistance for account administration, hardware, software, access, and authentication issues within a follow-the-sun service model, guided by ITIL and ITSM practices to keep incidents and service requests moving smoothly.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
• Answer and triage incoming contacts while meeting established service level objectives.
• Use knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible.
• Support user account management, password resets, and multi-factor authentication (MFA) administration.
• Deliver clear, customer-focused service and translate technical information for non-technical users.
• Create, update, manage, and resolve Incident and Request records within ServiceNow following ITIL best practices.
• Document troubleshooting activities, resolution steps, and customer communications thoroughly.
• Monitor and manage ticket queues to ensure compliance with SLAs.
• Escalate issues to appropriate Tier 2 or Tier 3 teams when additional expertise is required.
• Ensure incidents and requests are properly categorized, prioritized, and routed.
• Contribute to the creation and maintenance of knowledge base articles, procedures, and support documentation.
• Identify opportunities to improve processes, automation, and self-service capabilities.
• Participate in ongoing technical and professional development, including role-related certifications and training.
• Engage in rotational support coordination during high-volume periods and major incidents.
• Collaborate effectively with teammates, supervisors, and end users across regions and cultures.
• Support a 24x7x365 service organization through assigned shifts, including nights, weekends, and holidays.

Requirements

• High school diploma or GED required.
• 0 to 2 years of experience in a service desk, help desk, technical support, or customer support environment.
• Experience using ServiceNow ITSM or a comparable enterprise ticketing platform.
• Working knowledge of Microsoft 365 applications and Windows desktop operating systems.
• Experience supporting Active Directory, Azure AD, password management, and MFA solutions.
• Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.
• Understanding of incident management, service request fulfillment, and basic troubleshooting methodologies.
• Ability to document support activities accurately and follow established procedures.
• Strong verbal and written communication skills.
• Excellent customer service, interpersonal, and problem-solving abilities.
• Ability to work independently and manage competing priorities in a fast-paced environment.
• Ability to collaborate with diverse teams across multiple regions and time zones.
• Capacity to work assigned shifts, including nights, weekends, and holidays in a 24x7x365 environment.

Technologies

• ServiceNow ITSM
• Microsoft 365
• Windows
• Active Directory
• Azure AD
• Multi-factor authentication (MFA) solutions
• Microsoft Teams
• macOS
• iOS

Benefits

• 401K plan with company match
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D
• Flexible spending account
• Disability insurance
• Paid time off
• Flexible work schedule

Work Environment & Physical Requirements

• Remote, hybrid, or office-based work setup depending on needs and location
• Participation in a 24x7x365 shift-based support operation, including nights, weekends, and holidays
• Ability to remain at a workstation for extended periods while assisting users via phone, chat, and ticketing systems
• Reliable high-speed internet connectivity required for approved remote or hybrid work arrangements