Senior IT Customer Support Analyst, Desktop Support

Title: 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. Think.KBR.com 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. Learn more about KBR in Australia   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 of team’s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver – Together.

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.

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: