Senior IT Customer Support Analyst, Desktop Support

Job description

Title: Senior IT Customer Support Analyst, Desktop Support KBR is seeking a Senior Desktop Support Team Lead to deliver advanced end-user support and technical leadership across Australia and supported regional operations. This role serves as a senior escalation point for desktop support services, providing expert troubleshooting and resolution of complex issues involving Microsoft technologies, endpoint devices, collaboration platforms, and enterprise computing environments. The successful candidate will provide leadership and guidance to support personnel while working closely with infrastructure, network, security, and business teams to improve service delivery and operational performance. This position combines hands-on technical support responsibilities with mentorship, process improvement, and strategic contributions to regional Tier 2 support operations. This is a permanent full-time position based in Australia. Certain customer-facing assignments may require background investigations or security clearances in accordance with customer and regulatory requirements. In 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. Key Responsibilities Technical Support & Escalation Leadership Serve as a senior escalation resource for complex desktop, endpoint, and user support issues. Provide customer support to internal and external customers within established service levels. Stage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices. Perform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues. Install, configure, and support Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies. Troubleshoot authentication technologies, including multifactor authentication (MFA), smart cards, digital certificates, single sign-on (SSO), and identity-related services. Diagnose and resolve local and network printing issues, including troubleshooting enterprise network printers, print servers, print queues, driver-related issues, and secure printing solutions. Support workstation refresh programs and end-user data migrations. Provide support for virtual desktop infrastructure (VDI) and remote-access technologies. Deliver audiovisual support for conference rooms, executive meetings, and critical videoconferencing events. Support IP telephony and collaboration technologies, including Microsoft Teams and similar enterprise communication platforms. Perform advanced network troubleshooting and work closely with network engineering teams to resolve connectivity issues. Collaborate with vendors and third-party providers to resolve technical issues requiring external escalation. Support office openings, closures, relocations, and project site deployments. Maintain accurate asset inventories and equipment lifecycle records. Leadership & Process Management Provide technical leadership and strategic input related to Tier 2 desktop support operations. Lead or coordinate the daily activities of support personnel, including geographically dispersed team members. Mentor, train, and support junior technicians and service desk personnel. Identify recurring issues, process inefficiencies, and operational risks and implement corrective actions. Coordinate resolution activities for cross-functional incidents involving networking, cybersecurity, infrastructure, voice, and enterprise application teams. Develop and improve support processes, procedures, and operational standards. Prepare and present service delivery reports, ticket metrics, SLO performance reviews, and operational dashboards. Maintain technical documentation, knowledge articles, support procedures, and runbooks. Participate in on-call support rotations and executive/VIP support activities as required. Basic Qualifications Education & Experience Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience. 5+ years of enterprise desktop support experience. Experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment. Experience leading, mentoring, or directing the work of other technical support professionals. Skills & Competencies Advanced knowledge of desktop support operations, service management processes, and enterprise IT environments. Strong leadership and team coordination skills. Advanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms. Experience troubleshooting and supporting Apple MacBook devices and macOS operating systems. Experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues. Strong verbal, written, and presentation skills. Experience developing reports and presenting operational metrics to management. Ability to manage multiple priorities in a fast-paced environment. Excellent customer service, stakeholder engagement, and problem-solving capabilities. Preferred Qualifications One or more of the following certifications: ITIL Foundation Certification, CompTIA A+ or Network+ certifications, Microsoft Endpoint Administrator or Modern Desktop Administrator certification. Cisco networking experience or CCST/CCNA certification. Linux administration experience. Experience with SAP or asset management systems. Project leadership or supervisory experience. Additional Requirements Must possess unrestricted working rights in Australia. Ability to obtain and maintain customer-required clearances where applicable. Occasional travel throughout Australia and project locations may be required. Participation in after-hours support and on-call activities may be required. Valid driver's licence may be required depending on operational requirements.