IT Customer Support Technician

**Title**:
IT Customer Support Technician

**Core Role and Responsibilities**:
Provides first line (Tier 1) IT technical support to end users for account administration, distribution of software and documentation, system/network status, and problem entry, via problem ITSM tracking tool. With high availability time and outstanding verbal skills, answers incoming phone calls, responding to technical questions and performing minor troubleshooting regarding use and identification of computer hardware and software or security administration. Monitors high traffic ticket queue to work towards, and meet, defined team Service Levels. Leveraging excellent written skills, collects and documents necessary information for issue escalation as necessary to appropriate support teams. Supports and is responsive to assist peers and lower-skilled employees as a part of a collaborative team effort.

**Essential Job Functions**:

- Performs the assignments in the form of objectives with goals and process to meet goals outline. Applies job skills and company policies to complete a wide range of tasks.
- Works on issues that may be complex in nature, where judgment is resolving problems and making routine recommendations, using all resources and tools available to you.
- Provides first contact resolution technical support via incoming phone calls, to customers with questions regarding account administration, distribution or issues with hardware, software, and security administration. All information reported is well documented within the ITSM tracking tool. To meet agreed upon objectives, 90% of all incoming calls should be answered within 20 seconds, requiring high availability time during your given shift.
- Monitors high traffic ticket queue within the ITSM tracking tool, to work towards, and meet, defined team Service Levels. Incident Service Levels are defined and tracked for team and individual performance results.
- Interacts daily with supervisor, peer groups, and customers, professionally. All interactions involve exchange or presentation of **empathy**.
- Requires only general supervision and guidance. Normally receives no instruction on routine work and little instruction is needed on new assignments or tasks, aside from basic training provided.
- Works independently with customers to provide customized solutions utilizing standard software products and approved process guidelines.
- Bring forward ideas, including one Tier 0 automation process, to innovate the Service Desk as a whole and remain relevant throughout constant demand and change.
- Works independently, and as a team, to maintain knowledge base. General requirement to create 12 new documented processes, or edit/update legacy processes, each year.
- Rotationally leveraged as a support coordinator to assist with high call and ticket traffic, major incidents, and general administration for assisting other Service Desk peers.
- Using dashboards provided to you, stay on top of individual KPI’s and reporting, to ensure performance expectations are met.
- Demonstrates the desire to learn and work toward continued self-improvement. Completion of 10 hours of offsite or on the job training should be completed each quarter.

**This position description does not include every duty or responsibility the employee may be asked to perform and nothing in this job description restricts managements’ right to assign or reassign duties and responsibilities to this position at any time as circumstances dictate.**

**Special Skills/Requirements**:

- Work toward Help Desk Institute Customer Support certification
- Work toward Dell Certification
- Work toward MCSA (Current Windows Desktop Version) Certification desired
- ITIL 4 Foundation Certification within first 12 months of employment desired
- Excellent verbal and written communication

**Work Conditions/Environment**:

- This position is considered hybrid, where in office visits, if near a KBR major property location, is possible. Otherwise, working remotely is defined as acceptable, upon manager approval.
- Support assigned tasks during non-core business hours, weekends and holidays, if necessary, as this is a 24x7x365 Global Service Desk.

**Success Factors**:

- Demonstrates ability to reliably provide first contact resolution technical support to customers, leveraging excellent verbal and written communication and **empathy**.
- Can answer complex technical issues when dealing with customer issues and with the tools provided.
- Contributes to the team discussion to expand the knowledge of the group and brings forward new ideas to improve the overall success of the Service Desk.
- Performance of job responsibilities is expected be able to do so with little to no instruction while following established guidelines, procedures, policies, and industry best practices.
- Demonstrates the knowledge, experience, and patience to handle unusual and seldom occurring events.
- Demonstrates ability to both provide and receive cons