Senior IT Customer Support Analyst, Desktop Support

Senior IT Customer Support Analyst, Desktop Support

At KBR – We do things that matter.

We 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.

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. At KBR, We Deliver.

KBR in Australia

With 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.

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’s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

The Opportunity

KBR 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.

The 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.

This is a permanent full-time opportunity and must be based in Canberra.

Responsibilities

• Act as the senior escalation point for complex desktop, endpoint and end-user support issues, ensuring timely resolution within agreed service levels.
• Provide high-quality technical support to internal and external customers across a broad range of end-user technologies.
• Deploy, configure and support laptops, desktops, mobile devices, peripherals and enterprise workplace technologies.
• Troubleshoot and resolve hardware, software, operating system, Microsoft 365, Microsoft Teams and endpoint management issues.
• Support authentication and identity technologies, including Microsoft Entra ID, multifactor authentication (MFA), smart cards, digital certificates and single sign-on (SSO).
• Provide support for virtual desktop infrastructure (VDI), remote access solutions, printing services, audiovisual systems and enterprise collaboration technologies.
• Perform advanced network and connectivity troubleshooting, working closely with infrastructure, network and cyber security teams to resolve complex issues.
• Lead workstation refresh programs, office relocations, technology deployments and end-user migration activities.
• Provide technical leadership by mentoring team members, coordinating support activities and driving continuous improvement across desktop support operations.
• Develop and maintain technical documentation, knowledge articles, operational procedures and support standards.
• Monitor service performance, analyse support metrics and identify opportunities to improve service delivery and user experience.
• Participate in on-call support, major incident response and executive/VIP support as required.

As the ideal candidate you will bring

Essential

• 5+ years' experience providing enterprise desktop support within a Microsoft environment.
• Demonstrated experience providing Tier 2 and/or Tier 3 technical support across complex enterprise environments.
• Experience leading, mentoring or coordinating technical support teams.
• Advanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint devices, hardware and peripheral technologies.
• Experience supporting Apple Mac devices and macOS environments.
• Experience supporting enterprise printing environments, including network printers, print servers and print management solutions.
• Strong understanding of IT service management principles and enterprise support operations.
• Excellent customer service, stakeholder engagement, communication and problem-solving skills.
• Proven ability to manage competing priorities and deliver high‑quality outcomes in a fast‑paced environment.

Desirable

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related discipline, or an equivalent combination of qualifications and relevant experience.
• Industry certifications such as ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate or equivalent.
• Experience with Cisco networking technologies or CCST/CCNA certification.
• Experience administering Linux operating systems.
• Experience with SAP, asset management or IT service management platforms.
• Experience leading projects or supervising technical teams.

What we will offer you

• A workplace culture certified as a Great Place To Work
• Flexible working
• Competitive salary (including annual reviews)
• Paid parental leave
• Income protection
• Corporate rewards
• Salary packaging/Novated leasing
• Employee stock purchase plans
• Flu shots, skin checks and discounted private health insurance
• Career development: Online learning, mentorship and career pathways

Please note. Shortlisting will take place as applications are received, therefore the advertisement may close early if a suitable candidate is identified.

As 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.

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