layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Senior IT Customer Support Analyst, Desktop Support at KBR | LAYIQ

Provide Tier 2 desktop and deskside support for laptops, desktops, printers, mobile devices, and related peripherals.
Troubleshoot and resolve issues involving Windows 11, Microsoft 365, Teams, authentication services, and end-user applications.
Stage, image, configure, deploy, and replace end-user computing equipment.
Maintain accurate asset inventory records and support equipment tracking using ServiceNow or similar ITSM platforms.
Perform hardware diagnostics, repairs, and warranty support coordination with vendors and manufacturers.
Support user onboarding, device refresh programs, data migrations, and equipment recovery activities.
Assist with conference room technology, audiovisual equipment, and collaboration tools.
Perform basic network and connectivity troubleshooting and escalate issues to appropriate technical teams when required.
Document incidents, service requests, troubleshooting activities, and knowledge base content.
Participate in on-call, after-hours, and local site support activities as needed.
Basic Qualifications
Education & Experience
Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.
2+ years of desktop support, deskside support, or IT customer support experience in a corporate environment.
Experience supporting Microsoft Windows environments, endpoint hardware, and common enterprise applications.
Experience using ServiceNow or a comparable ticketing/IT service management platform.
Ability to lift and move IT equipment as required and travel locally to support business needs.
Technical Expertise
Working knowledge of Windows 11, Microsoft 365, Teams, and common enterprise desktop technologies.
Experience troubleshooting hardware, peripherals, printers, and mobile devices.
Familiarity with device imaging, deployment, asset management, and endpoint support processes.
Understanding of networking fundamentals, including Wi-Fi, TCP/IP, and basic connectivity troubleshooting.
Strong customer service, communication, and problem-solving skills.
Ability to work independently while collaborating effectively with a distributed IT team.

Senior IT Customer Support Analyst, Desktop Support

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