{"schemaVersion":"jobsearcher.job.v1","id":"c4e6a8bfc008f55cabc9937f","url":"https://jobsearcher.com/jobs/c4e6a8bfc008f55cabc9937f","canonicalUrl":"https://jobsearcher.com/jobs/c4e6a8bfc008f55cabc9937f","title":"Senior Technical Support Analyst","description":"Senior IT Customer Support Analyst, Desktop Support\r\nKBR 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.\r\nIn 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.\r\nIn 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.\r\nKey Responsibilities\r\nServe as a senior escalation resource for complex desktop, endpoint, and user support issues.\r\nProvide customer support to internal and external customers within established service levels.\r\nStage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices.\r\nPerform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues.\r\nInstall, configure, and support Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies.\r\nTroubleshoot authentication technologies, including multifactor authentication (MFA), smart cards, digital certificates, single sign-on (SSO), and identity-related services.\r\nDiagnose and resolve local and network printing issues, including troubleshooting enterprise network printers, print servers, print queues, driver-related issues, and secure printing solutions.\r\nSupport workstation refresh programs and end-user data migrations.\r\nProvide support for virtual desktop infrastructure (VDI) and remote-access technologies.\r\nDeliver audiovisual support for conference rooms, executive meetings, and critical videoconferencing events.\r\nSupport IP telephony and collaboration technologies, including Microsoft Teams and similar enterprise communication platforms.\r\nPerform advanced network troubleshooting and work closely with network engineering teams to resolve connectivity issues.\r\nCollaborate with vendors and third-party providers to resolve technical issues requiring external escalation.\r\nSupport office openings, closures, relocations, and project site deployments.\r\nMaintain accurate asset inventories and equipment lifecycle records.\r\nLeadership & Process Management\r\nProvide technical leadership and strategic input related to Tier 2 desktop support operations.\r\nLead or coordinate the daily activities of support personnel, including geographically dispersed team members.\r\nMentor, train, and support junior technicians and service desk personnel.\r\nIdentify recurring issues, process inefficiencies, and operational risks and implement corrective actions.\r\nCoordinate resolution activities for cross-functional incidents involving networking, cybersecurity, infrastructure, voice, and enterprise application teams.\r\nDevelop and improve support processes, procedures, and operational standards.\r\nPrepare and present service delivery reports, ticket metrics, SLO performance reviews, and operational dashboards.\r\nMaintain technical documentation, knowledge articles, support procedures, and runbooks.\r\nParticipate in on-call support rotations and executive/VIP support activities as required.\r\nBasic Qualifications – Education & Experience\r\nBachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.\r\n5+ years of enterprise desktop support experience.\r\nExperience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment.\r\nExperience leading, mentoring, or directing the work of other technical support professionals.\r\nSkills & Competencies\r\nAdvanced knowledge of desktop support operations, service management processes, and enterprise IT environments.\r\nStrong leadership and team coordination skills.\r\nAdvanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms.\r\nExperience troubleshooting and supporting Apple MacBook devices and macOS operating systems.\r\nExperience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues.\r\nStrong verbal, written, and presentation skills.\r\nExperience developing reports and presenting operational metrics to management.\r\nAbility to manage multiple priorities in a fast-paced environment.\r\nExcellent customer service, stakeholder engagement, and problem-solving capabilities.\r\nPreferred Qualifications\r\nOne or more of the following certifications: ITIL Foundation Certification, CompTIA A+ or Network+ certifications, Microsoft Endpoint Administrator or Modern Desktop Administrator certification.\r\nCisco networking experience or CCST/CCNA certification.\r\nLinux administration experience.\r\nExperience with SAP or asset management systems.\r\nProject leadership or supervisory experience.\r\nAdditional Requirements\r\nMust be legally authorized to work in the United States without current or future employer sponsorship unless otherwise specified.\r\nAbility to obtain and maintain any required customer, government, or contract-specific clearances.\r\nValid driver's license may be required.\r\nOccasional travel to local, regional, and project locations may be required.\r\nAdditional 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.\r\nBenefits: 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.\r\nBelong, Connect and Grow at KBR\r\nAt 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.\r\nKBR 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.\r\nR2126951\r\nJ-18808-Ljbffr","company":"KBR","rawCompany":"kbr","city":"Washington","state":"DC","isRemote":false,"isActive":false,"createdAt":"2026-08-09T00:43:29.606Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Technical Support Analyst","description":"Senior IT Customer Support Analyst, Desktop Support\r\nKBR 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.\r\nIn 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.\r\nIn 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.\r\nKey Responsibilities\r\nServe as a senior escalation resource for complex desktop, endpoint, and user support issues.\r\nProvide customer support to internal and external customers within established service levels.\r\nStage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices.\r\nPerform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues.\r\nInstall, configure, and support Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies.\r\nTroubleshoot authentication technologies, including multifactor authentication (MFA), smart cards, digital certificates, single sign-on (SSO), and identity-related services.\r\nDiagnose and resolve local and network printing issues, including troubleshooting enterprise network printers, print servers, print queues, driver-related issues, and secure printing solutions.\r\nSupport workstation refresh programs and end-user data migrations.\r\nProvide support for virtual desktop infrastructure (VDI) and remote-access technologies.\r\nDeliver audiovisual support for conference rooms, executive meetings, and critical videoconferencing events.\r\nSupport IP telephony and collaboration technologies, including Microsoft Teams and similar enterprise communication platforms.\r\nPerform advanced network troubleshooting and work closely with network engineering teams to resolve connectivity issues.\r\nCollaborate with vendors and third-party providers to resolve technical issues requiring external escalation.\r\nSupport office openings, closures, relocations, and project site deployments.\r\nMaintain accurate asset inventories and equipment lifecycle records.\r\nLeadership & Process Management\r\nProvide technical leadership and strategic input related to Tier 2 desktop support operations.\r\nLead or coordinate the daily activities of support personnel, including geographically dispersed team members.\r\nMentor, train, and support junior technicians and service desk personnel.\r\nIdentify recurring issues, process inefficiencies, and operational risks and implement corrective actions.\r\nCoordinate resolution activities for cross-functional incidents involving networking, cybersecurity, infrastructure, voice, and enterprise application teams.\r\nDevelop and improve support processes, procedures, and operational standards.\r\nPrepare and present service delivery reports, ticket metrics, SLO performance reviews, and operational dashboards.\r\nMaintain technical documentation, knowledge articles, support procedures, and runbooks.\r\nParticipate in on-call support rotations and executive/VIP support activities as required.\r\nBasic Qualifications – Education & Experience\r\nBachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.\r\n5+ years of enterprise desktop support experience.\r\nExperience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment.\r\nExperience leading, mentoring, or directing the work of other technical support professionals.\r\nSkills & Competencies\r\nAdvanced knowledge of desktop support operations, service management processes, and enterprise IT environments.\r\nStrong leadership and team coordination skills.\r\nAdvanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms.\r\nExperience troubleshooting and supporting Apple MacBook devices and macOS operating systems.\r\nExperience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues.\r\nStrong verbal, written, and presentation skills.\r\nExperience developing reports and presenting operational metrics to management.\r\nAbility to manage multiple priorities in a fast-paced environment.\r\nExcellent customer service, stakeholder engagement, and problem-solving capabilities.\r\nPreferred Qualifications\r\nOne or more of the following certifications: ITIL Foundation Certification, CompTIA A+ or Network+ certifications, Microsoft Endpoint Administrator or Modern Desktop Administrator certification.\r\nCisco networking experience or CCST/CCNA certification.\r\nLinux administration experience.\r\nExperience with SAP or asset management systems.\r\nProject leadership or supervisory experience.\r\nAdditional Requirements\r\nMust be legally authorized to work in the United States without current or future employer sponsorship unless otherwise specified.\r\nAbility to obtain and maintain any required customer, government, or contract-specific clearances.\r\nValid driver's license may be required.\r\nOccasional travel to local, regional, and project locations may be required.\r\nAdditional 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.\r\nBenefits: 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.\r\nBelong, Connect and Grow at KBR\r\nAt 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.\r\nKBR 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.\r\nR2126951\r\nJ-18808-Ljbffr","datePosted":"2026-08-09T00:43:29.606Z","dateModified":"2026-08-09T00:43:29.606Z","hiringOrganization":{"@type":"Organization","name":"KBR","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Washington","addressRegion":"DC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"c4e6a8bfc008f55cabc9937f"},"url":"https://jobsearcher.com/jobs/c4e6a8bfc008f55cabc9937f"}}