IT Customer Support Analyst

Title

IT Customer Support Analyst

KBR Sustainable Technology Solutions (STS) provides holistic and value-added solutions across the entire asset life cycle. These include world-class licensed process technologies, differentiated advisory services, deep technical domain expertise, energy transition solutions, high-end design capabilities, and smart solutions to optimize planned and operating assets.

We are looking for an experienced IT Support Analyst to provide end-user support, maintain workplace IT services, and support the day-to-day technology needs of a multi-discipline engineering office.

Job Responsibilities

• Facilitate new user onboarding – ensuring hardware and software requirements are setup prior to commencement, conducting IT briefing on first day and provide ongoing support and assistance as required
• Provide on-going IT technical support to company employees
• Display core job competencies by identifying root causes of problems and analyzing and documenting possible solutions
• Maintain the corporate ICT infrastructure inclusive of:- Build and maintain a standard baseline laptop image, incorporating KBR enterprise software; Ensure that network peripheral devices such as printers and scanners are functional; Monitor the Corporate backup solution and assist in recovery if/when required; As required, assist in the investigation of security breaches
• Troubleshoot and respond to service desk tickets for software and hardware issues, including remote support of PC’s and peripherals in a networked environment
• Escalate problems not resolved within established service levels
• Follow up with customers to assure satisfactory incident closure, updating and closing related call records for work performed
• Ensure work is performed in accordance to company policies, standards, and procedures
• Assist with installing and de-installing software, PC’s and peripherals as required.
• Participate in establishing and decommissioning offices and project sites as required by the IT Site Services Team. Maintains an accurate inventory of both deployed assets and warehouse equipment.
• Perform own work and provides assistance to others as directed.
• Provide helpdesk support within a multi-discipline engineering office.
• Be a reliable source of information to internal and external clients
• Maintain good relationships with other staff that support the performance of your work and promote good morale
• Be proactive and prepared to champion new technologies
• Support MS Office and CAD environments

Job Requirements

• Bachelor Degree in Information Technology or equivalent
• Has 2-4 years’ of relevant experience
• Has a deep understanding of Windows 11 and Microsoft Office 365 with advanced troubleshooting capabilities
• Proven desktop, laptop and workstation hardware troubleshooting skills are important along with demonstrated know-how supporting COE software applications
• Possess good interpersonal and communication skills

Decarbonization – Energy Transition – Sustainability