Associate, IT Customer Support Analyst

Title

Associate, IT Customer Support Analyst

At KBR, we deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 37,000 people worldwide with customers in more than 85 countries and operations in over 28 countries. KBR is proud to work with its customers across the globe to provide technology, value-added services, and long-term operations and maintenance services to ensure consistent delivery with predictable results.

Trinzic is the future independent company to be created through the planned spin-off of KBR's Mission Technology Solutions business, expected in January 2027. Our people work at the frontier of what is possible, delivering solutions in challenging environments and advancing some of the world's highest-priority national security and space missions. 

Backed by decades of mission success, deep expertise, and trusted partnerships, Trinzic will launch as a global organization with more than 18,000 employees supporting customers around the world. Join us at a defining moment and help shape the future of a company built to tackle complex challenges and make a meaningful impact. 

Candidates who join KBR's Mission Technology Solutions business before the spin-off will transition to Trinzic when the separation is complete and will not need to reapply for employment. 

Job Title : Associate, IT Customer Support Analyst

We are looking for a proactive and customer-focused Associate, IT Customer Support Analyst, to join our team. In this role, you will be the first point of contact for customers who need assistance with technical issues. You will provide remote and on-site support, troubleshoot hardware and software problems, and guide users through resolving issues with technology products and services. The ideal candidate will have strong communication skills, a solid understanding of IT systems, and a passion for helping customers.

Trinzic is being established as an independent public company through the planned separation of KBR's Mission Technology Solutions business, which is expected to be completed on January 4, 2027.

Key Responsibilities

• Customer Support: Respond to customer inquiries, concerns, and technical issues via phone, email, or live chat. Provide prompt, friendly, and efficient assistance.
• Technical Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems, and provide clear instructions for resolving these issues. Escalate more complex issues to senior technical staff if necessary.
• Ticket Management: Log, track, and prioritize customer issues using a ticketing system. Ensure tickets are resolved within agreed service level agreements (SLAs).
• Product and Service Support: Assist customers with setting up, configuring, and using software, hardware, or IT-related services. Provide guidance on system installation, updates, and upgrades.
• Knowledge Base Management: Contribute to and maintain internal documentation and customer-facing knowledge bases (FAQs, troubleshooting guides, etc.).
• Customer Education: Educate customers on how to use IT products and services effectively. Provide training or resources as needed to improve their technical understanding and user experience.
  
  

Qualifications

• Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Experience:
• Previous experience in a customer support role, particularly in IT or technology-related support, is preferred.
• Familiarity with helpdesk or ticketing systems (e.g. ServiceNow,) is a plus.
• Technical Skills:
• Solid understanding of common operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Google Workspace, AWS).
• Knowledge of hardware troubleshooting, network connectivity issues, and software installation.
• Familiarity with remote desktop tools and IT support tools is a plus.
  

Soft Skills

• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving and analytical skills.
• Patience, empathy, and a customer-first mindset.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  
  

Physical Requirements

• Ability to work in an office.
• Ability to work flexible hours as required, including after-hours support if necessary.
  
  

Key Considerations

• Skills Focus: Emphasize both technical and soft skills needed for customer interaction and problem-solving.
• Customer Interaction: Clearly highlight that the role involves direct customer support, which is a key aspect of IT customer service.
• Job Expectations: Be clear about the responsibilities regarding ticket management, technical troubleshooting, and communication.
• Qualifications: Outline technical competencies and experience required, including familiarity with helpdesk systems and common troubleshooting tools.
  
  

Belong. Connect. Grow. with KBR!

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 team’s 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.

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