Title:
Help Desk
Belong. Connect. Grow. with KBR!
Around here, we define the future.
At KBR we share one goal: to improve the world responsibly as a company of innovators, thinkers, creators, explorers, volunteers, and dreamers.
Core Role and Responsibilities:
Provides technical support to end-users by troubleshooting basic hardware, software, and network issues, logging support tickets, resolving simple problems, and escalating complex issues to higher-tier support when necessary, often through phone, email, or chat interactions. This can be a Hybrid position with at least 3 days in the office.
Essential Job Functions:
· Work on simple and complex assignments requiring technical skills to resolved problems and the ability to make routine recommendations.
· Provides first call resolution technical support to customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool.
· Answers incoming customer issues - via phone, IM, Email and ticketing system - to help identify and resolve issues. Able to track and update via a ticketing system.
· Interacts daily with supervisor, peer groups, and customers.
· Able to work with little to no instruction on routine work and new assignments.
· Answers complex technical questions and performs troubleshooting regarding the use and identification of personal computer hardware and software
· Works independently with users to provide customized solutions utilizing standard software products and processes.
· Follow desktop support best practices to ensure accurate and timely problem resolutions
The ability to lift and move up to 30 pounds.
- Attention to detail to be able to track and physically inventory PC hardware and accessories.
- Update databases and ticketing systems with movement of hardware.
- Report security incidents when hardware is missing or lost.
- Work with other areas in IT and at EROS when there are new hires or out processing to be worked.
This position description does not include every duty or responsibility 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 circumstances dictate.
Qualifications:
Education:
· AA/BS/BA desired
Experience:
· 2 years related job experience
Special Skills/Requirements:
· Work toward A+ Certification
· Work toward MCSA (Current Windows Desktop Version) Certification desired
· Excellent verbal and written communication
Experience and/or Education in lieu of these qualifications will be reviewed for applicability to meet these requirements.
SPECIAL REQUIREMENTS
- Three years of continuous residency in the US for issuance of a Government Security credential
- The candidate must be able to obtain and maintain a national agency check and background investigation after hire to obtain a badge for government facility access and user accounts.
KBR partners with several other companies to fulfill its requirements as a government contractor. The selected subcontracting companies align their benefits as closely as possible to those of KBR.
KBR Benefits
KBR offers a selection of competitive lifestyle benefits which could include 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.
Click here to learn more: KBR Benefits
INCLUSION AND DIVERSITY AT KBR
At KBR, we are passionate about our people, sustainability, 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 more inclusive and diverse company. That commitment is central to our team of team’s philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.
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.
