Senior IT Customer Support Analyst, Desktop Support

KBR, Inc.

Senior Desktop Support Team Lead providing advanced technical support and operational leadership at KBR. Collaborating across teams to resolve complex technical issues and enhance user experience.

Posted 7/22/2026full-timeArlington • District of Columbia, Maryland, Ohio, Virginia • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced technical support capabilities in enterprise computing environments, with a strong focus on Microsoft Windows, Microsoft 365, and endpoint technologies. Provides leadership and mentoring to support personnel while driving continuous improvement in service management processes.

Highest-signal resume keywords

Enterprise Desktop Support ExperienceMicrosoft Windows TroubleshootingMicrosoft 365 ExpertiseLeadership and MentoringApple MacBook Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Desktop Support OperationsService Management ProcessesTroubleshooting Windows Operating SystemsTroubleshooting macOSEndpoint Hardware SupportNetwork Printing TroubleshootingPrint Management SolutionsIncident ResolutionService Level ObjectivesTechnical Direction

Soft Skills

Operational LeadershipMentoringCollaboration

Tools & Technologies

Microsoft 365Windows Operating SystemsApple MacBookNetwork-Connected PrintersPrint Servers

Certifications & Qualifications

Bachelor's Degree in Information TechnologyBachelor's Degree in Computer ScienceBachelor's Degree in Information SystemsBachelor's Degree in Engineering

Industry Keywords

Enterprise IT EnvironmentTier 2 SupportTier 3 SupportTechnical Support ProfessionalsContinuous Improvement Initiatives

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

Provide advanced technical support and operational leadership across a complex enterprise computing environment
Serve as a senior escalation resource for desktop, endpoint, and end-user support services
Help ensure the timely resolution of incidents and service requests in accordance with established service level objectives
Leverage expertise in Microsoft Windows, Microsoft 365, collaboration technologies, endpoint hardware, and enterprise support processes
Provide leadership, mentoring, and technical direction to support personnel across multiple offices and project locations
Drive continuous improvement initiatives, support operational reporting, and contribute to the strategic direction of Tier 2 support services

Requirements

What you’ll need

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
Advanced knowledge of desktop support operations, service management processes, and enterprise IT environments
Strong 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

Benefits

Comp & perks

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
flexible work schedule
career advancement through professional training and development