Senior IT Customer Support Analyst – Desktop Support

About the role

KBR is looking for a Senior Desktop Support Analyst to provide advanced end‑user support and technical leadership across Australia and regional operations. The role serves as the senior escalation point for complex desktop, endpoint and collaboration platform issues.

Key responsibilities

• Act as senior escalation point for complex desktop, endpoint and end‑user support issues, ensuring timely resolution within service levels.
• Deploy, configure and support laptops, desktops, mobile devices, peripherals and enterprise workplace technologies.
• Troubleshoot hardware, software, OS, Microsoft 365, Teams, endpoint management, VDI, remote access, printing and audiovisual systems.
• Lead workstation refresh programs, office relocations, technology deployments and end‑user migrations.
• Mentor team members, coordinate support activities and drive continuous improvement.
• Develop and maintain technical documentation, knowledge articles and support standards.
• Participate in on‑call support, major incident response and executive/VIP support.

Required profile

• 5+ years enterprise desktop support experience in a Microsoft environment.
• Experience providing Tier 2/3 support and leading or mentoring technical teams.
• Strong customer service, stakeholder engagement and problem‑solving skills.
• Ability to manage competing priorities in a fast‑paced environment.

Required skills

• Windows operating systems, Microsoft 365, Microsoft Teams, Microsoft Entra ID, MFA, smart cards, SSO.
• Virtual Desktop Infrastructure (VDI) and remote access solutions.
• Apple Mac devices and macOS.
• Enterprise printing environments and peripheral technologies.
• IT service management principles (ITIL).
• Cisco networking technologies, CCNA/CCST (desirable).
• Linux administration (desirable).
• Industry certifications: ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Endpoint Administrator Associate (desirable).

What we offer

• Great Place to Work certified culture.
• Flexible working and competitive salary with annual reviews.
• Paid parental leave, income protection and corporate rewards.
• Salary packaging/Novated leasing and employee stock purchase plans.
• Health benefits including flu shots, skin checks and discounted private health insurance.
• Career development through online learning, mentorship and clear pathways.