IT Customer Support Technician
Job Description
Job Description
KBR — Delivering Solutions, Changing the World.
KBR brings together the best and brightest to deliver science, tech‐nology and engineering solutions that help governments and com‐panies 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, re‐spected and valued, and where everyone has opportu‐nities to grow and reach their full potential.
We Deliver – We are uncompromising in our commit‐ment to deliver innovative, high-quality, technology-led solutions for our customers and exceptional, sustain‐able 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 func‐tion. 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 ac‐count administration, distribution of software and documentation, system/network status, and problem entry, via problem ITSM track‐ing tool. With high availability time and outstanding verbal skills, answers incoming phone calls, responding to technical questions and performing minor troubleshooting regarding use and identifica‐tion of computer hardware and software or security administration. Monitors high traffic ticket queue to work towards, and meet, de‐fined team Service Levels. Leveraging excellent written skills, col‐ff
lects and documents necessary information for issue escalation as necessary to appropriate support teams. Supports and is re‐sponsive 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 re‐garding 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 cus‐tomers, professionally. All interactions involve ex‐change 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 cus‐tomized solutions utilizing standard software prod‐ucts 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 as‐sist 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 expecta‐tions are met.
Demonstrates the desire to learn and work toward continued self-improvement. Completion of 10 hours of offsite or on the job training should be completed each quarter.
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.
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This position description does not include every duty or responsi‐bility the employee may be asked to perform and nothing in this job description restricts managements’ right to assign or reassign duties and responsibilities to this position at any time as circum‐stances dictate.
Special Skills/Requirements:
Work toward Help Desk Institute Customer Support certification
Work toward Dell Certification
Work toward MCSA (Current Windows Desktop Version) Certification desired
ITIL 4 Foundation Certification within first 12 months of employment desired
Excellent verbal and written communication
Work Conditions/Environment:
This position is considered hybrid, where in office vis‐its, if near a KBR major property location, is possible. Otherwise, working remotely is defined as acceptable, upon manager approval.
Support assigned tasks during non-core business hours, weekends and holidays, if necessary, as this is a 24x7x365 Global Service Desk.
The shift is considered third shift, overnight hours.
Success Factors:
Demonstrates ability to reliably provide first contact resolution technical support to customers, leveraging excellent verbal and written communication and em‐pathy.
Can answer complex technical issues when dealing with customer issues and with the tools provided.
Contributes to the team discussion to expand the knowledge of the group and brings forward new ideas to improve the overall success of the Service Desk.
Performance of job responsibilities is expected be able to do so with little to no instruction while follow‐ing established guidelines, procedures, policies, and industry best practices.
Demonstrates the knowledge, experience, and pa‐tience to handle unusual and seldom occurring events.
Demonstrates ability to both provide and receive con‐structive feedback.
Willingness to take on new assignments and learn new methods and processes to challenge individual career growth.
Delivers creative ideas for continuous improvement.
Pays strict attention to detail; is reliable and depend‐able, good attendance, meets deadlines for deliverables.
Company DescriptionVisionary Technology Consultants (VTC) is a Minority and Service Disabled Veteran Owned Small Business (SDVOSB). We provide innovative technology management and human resource services to our partners in the government and commercial spheres, covering arenas spanning defense, health, legal, education, finance, entertainment, and technology. Our proven solutions have enabled our customers to keep pace with the rapid evolutions in technology and maximize their people and product investments. Our distinctive approaches respond to the challenges faced by all organizations to improve operational efficiency while minimizing operating costs continually.
Company Description
Visionary Technology Consultants (VTC) is a Minority and Service Disabled Veteran Owned Small Business (SDVOSB). We provide innovative technology management and human resource services to our partners in the government and commercial spheres, covering arenas spanning defense, health, legal, education, finance, entertainment, and technology. Our proven solutions have enabled our customers to keep pace with the rapid evolutions in technology and maximize their people and product investments. Our distinctive approaches respond to the challenges faced by all organizations to improve operational efficiency while minimizing operating costs continually.