Associate, IT Customer Support Analyst
Associate, IT Customer Support Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Title:
Associate IT Customer Support AnalystDuties and Responsibilities
Under general direction solves complex problems requiring detailed knowledge of industry best practices within a Microsoft Windows 10 desktop computing environment. Works to ensure break/fix and request tickets for computers peripherals software and printers are responded to and addressed within established service level objectives escalating as necessary.
Provides ongoing technical support to local users facetoface as well as other offices and project sites both remotely and in person (when travel is required). Supplies handson support as directed by the network security server voice and other IT teams when local participation is necessary. Participates in establishing and decommissioning offices and project sites as required. Maintains an accurate inventory of both deployed assets and storeroom be able to participate in some oncall and/or afterhours work as needed.
Uses experience and problemsolving skills to develop and improve processes and provides reports as required. May provide guidance to less experienced team members.
- Relies upon experience interpersonal skills and broad knowledge of field to ensure task completion in compliance with policies procedures and business strategy.
- Stage prepare and deploy computer peripherals and devices to the users.
- Break/fix support for end user hardware including but not limited to laptops desktops workstations printers and peripherals.
- Occasionally perform installation of nonstandard software
- Break/fix support for COE (Common Office Environment) software including Microsoft Windows 11 Office 365 and Teams using demonstrated troubleshooting capabilities.
- Ability to successfully troubleshoot 2FA certificate CAC and other authentication issues.
- Ability to successfully troubleshoot printing issues.
- Facilitate data migration between computers.
- Virtual desktop support
- Familiarity with IPT voice technologies and collaboration tools like Microsoft Teams Cisco Jabber
- Provide technical A/V support including critical videoconference meetings.
- Working knowledge of Microsoft server technologies and Dell server hardware
- General knowledge to perform high level network troubleshooting analysis Cisco knowledge preferred.
- Collaborate with vendors or thirdparty support to resolve technical hardware or software issues
Qualifications and Skills Requirements
Skills required for this position are typically acquired through the completion of an undergraduate degree and 3 years of experience. Additional years of experience will be accepted in lieu of a degree.
- Ability to identify points of failure areas for improvements bottlenecks.
- Coordinate resolution of issues in collaboration with various IT teams
- High knowledge of IT operations responsibilities processes and procedures to independently resolve issues.
- Strong verbal and written skills including ability to draft communications and knowledge base articles.
- Participation and contribution with the larger team
- Provide excellent customer service and remain instinctively curious.
- Motivated to perform the work as required each day with a desire to improve.
- The ability to work independently within established guidelines.
- Ability to communicate effectively with a wide variety of users both written and verbal
- Flexibility to support the business across multiple locations.
- The candidate must be dependable well organized and accountable.
- Demonstrates poise in intense or stressful situations and maintains professionalism.
- Linux administration experience preferred.
- Ability to meet DoD certification requirements.
- Must be a US Citizen and able to qualify for security clearance.
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 teams 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.
Required Experience:
IC
Employment Type
Full-Time
