{"id":2949328,"url":"https://alion.io/job/kbr-senior-it-customer-support-analyst-desktop-support-2","title":"Senior IT Customer Support Analyst, Desktop Support","company":{"id":4344,"name":"KBR","domain":"kbr.com","url":"https://alion.io/company/kbr","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":244,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":137000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Linux","optional":true}],"status":"live","first_seen_at":"2026-08-25T00:00:00Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-23T07:38:36Z","board_verified":true,"closed_at":null,"days_open":59,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":59},"description":"Title:\nSenior IT Customer Support Analyst, Desktop SupportAt KBR - We do things that matter.\nWe deliver science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 38,000 people worldwide with customers in more than 80 countries and operations in over 29 countries.\nKBR 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. At KBR, We Deliver.\nThink.KBR.com\nKBR in Australia\nWith over 65 years working on some of Australia’s largest and most complex projects, KBR has unmatched experience supporting the nation’s critical infrastructure, energy transition and national security priorities. KBR has around 2,000 employees throughout Australia, who are focused on delivering innovative technology and engineering solutions for a safer, more secure and sustainable future.\nLearn more about KBR in Australia\nBelong, Connect and Grow at KBR\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.\nThe Opportunity:\nKBR is seeking a Senior Desktop Support Analyst 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.\nThe 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.\nThis is a permanent full-time opportunity and must be based in Brisbane.\nResponsibilities:\nAct as the senior escalation point for complex desktop, endpoint and end-user support issues, ensuring timely resolution within agreed service levels.\nProvide high-quality technical support to internal and external customers across a broad range of end-user technologies.\nDeploy, configure and support laptops, desktops, mobile devices, peripherals and enterprise workplace technologies.\nTroubleshoot and resolve hardware, software, operating system, Microsoft 365, Microsoft Teams and endpoint management issues.\nSupport authentication and identity technologies, including Microsoft Entra ID, multifactor authentication (MFA), smart cards, digital certificates and single sign-on (SSO).\nProvide support for virtual desktop infrastructure (VDI), remote access solutions, printing services, audiovisual systems and enterprise collaboration technologies.\nPerform advanced network and connectivity troubleshooting, working closely with infrastructure, network and cyber security teams to resolve complex issues.\nLead workstation refresh programs, office relocations, technology deployments and end-user migration activities.\nProvide technical leadership by mentoring team members, coordinating support activities and driving continuous improvement across desktop support operations.\nDevelop and maintain technical documentation, knowledge articles, operational procedures and support standards.\nMonitor service performance, analyse support metrics and identify opportunities to improve service delivery and user experience.\nParticipate in on-call support, major incident response and executive/VIP support as required.\nAs the ideal candidate you will bring:\nEssential\n5+ years' experience providing enterprise desktop support within a Microsoft environment.\nDemonstrated experience providing Tier 2 and/or Tier 3 technical support across complex enterprise environments.\nExperience leading, mentoring or coordinating technical support teams.\nAdvanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint devices, hardware and peripheral technologies.\nExperience supporting Apple Mac devices and macOS environments.\nExperience supporting enterprise printing environments, including network printers, print servers and print management solutions.\nStrong understanding of IT service management principles and enterprise support operations.\nExcellent customer service, stakeholder engagement, communication and problem-solving skills.\nProven ability to manage competing priorities and deliver high-quality outcomes in a fast-paced environment.\nDesirable\nBachelor's degree in Information Technology, Computer Science, Engineering or a related discipline, or an equivalent combination of qualifications and relevant experience.\nIndustry certifications such as ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate or equivalent.\nExperience with Cisco networking technologies or CCST/CCNA certification.\nExperience administering Linux operating systems.\nExperience with SAP, asset management or IT service management platforms.\nExperience leading projects or supervising technical teams.\nWhat we will offer you:\nA workplace culture certified as a Great Place To Work\nFlexible working\nCompetitive salary (including annual reviews)\nPaid parental leave\nIncome protection\nCorporate rewards\nSalary packaging/Novated leasing\nEmployee stock purchase plans\nFlu shots, skin checks and discounted private health insurance\nCareer development: Online learning, mentorship and career pathways\nIf you’re ready to shape tomorrow, let’s get started. Apply Now!\nPlease note. Shortlisting will take place as applications are received, therefore the advertisement may close early if a suitable candidate is identified.\nAs a Major Service Provider of the Australian Defence Force, an AGSVA security clearance will be required and compliance to International Traffic in Arms Regulations (ITAR). As such, our hiring decisions are based on the key requirements of each role and candidates are selected based on their unique strengths and experiences.\nNotice to Third Parties/Recruitment Agencies: KBR Australia does not accept unsolicited resumes or any liability associated with fees or costs from recruitment agencies, search firms or third parties who have not been engaged directly on this job opportunity. Candidates interested in applying are welcome to submit their application online.","description_format":"text","description_chars":6753,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Health insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Military Logistics","Space Services","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-20T19:30:30Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.224,"p_room":0.28,"age_days":59,"expected_fill_days":9,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/kbr-senior-it-customer-support-analyst-desktop-support-2","json_url":"https://alion.io/job/kbr-senior-it-customer-support-analyst-desktop-support-2.json","meta":{"generated_at":"2026-10-23T12:20:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18797,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4344},"rest":"https://alion.io/mcp/rest/get_company?id=4344"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkbr-senior-it-customer-support-analyst-desktop-support-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkbr-senior-it-customer-support-analyst-desktop-support-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkbr-senior-it-customer-support-analyst-desktop-support-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kbr-senior-it-customer-support-analyst-desktop-support-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkbr-senior-it-customer-support-analyst-desktop-support-2"}]}