Senior IT Customer Support

Senior IT Customer Support – Belong. Connect. Grow. with K !

K ’s National Security Solutions team provides high‑end engineering and advanced technology solutions to our customers in the intelligence and national security communities.

In this position, your work will have a profound impact on the country’s most critical role – protecting our national security.

Why Join Us? Innovative Projects: K ’s work is at the forefront of engineering, logistics, operations, science, program management, mission IT and cybersecurity solutions. Collaborative Environment:
Be part of a dynamic team that thrives on collaboration and innovation, fostering a supportive and intellectually stimulating workplace. Impactful Work:
Your contributions will be pivotal in designing and optimizing defense systems that ensure national security and shape the future of space defense.

K  is seeking an experienced, detail‑oriented Support Desk Analyst to join our technical operations team in Niceville, Florida. This role functions as a dedicated remote‑triage and inbound service desk position based entirely within our local facility. It does not require localized floor walking or face‑to‑face desktop support at user desks; all infrastructure, software, and identity management issues are resolved via digital enterprise channels.

In addition to serving as a core technical resolver, the selected candidate will play an active role in service desk administration—monitoring unassigned queues, optimizing ticket routing, and managing incident communications during operational milestones.

• Incident Communications & Notification Broadcasts:
  Serve as the primary author and communicator for customer‑facing alerts. Draft, coordinate, and broadcast clear, non‑technical notifications regarding scheduled maintenance windows as well as real‑time updates during unexpected system outages.
• Queue Management & SLA Monitoring:
  Actively track, assign, and route incoming tickets within the centralized queue. Perform routine audits of active records to systematically flag, elevate, or remediate delinquent, coming‑due, or past‑due tickets to safeguard Service Level Agreements (SLAs).
• Remote Diagnostics & Desktop Triage:
  Leverage remote control software and diagnostic utilities to isolate and resolve operating system errors, software conflicts, registry issues, and application anomalies securely over the wire.
• Identity & Access Management (IAM):
  Conduct remote provisioning, account modification, password resets, and group permission changes within Active Directory and enterprise identity vaults.
• Centralized Hardware & Software Support:
  Provide structured, remote step‑by‑step guidance to walk end‑users through peripheral verification and network device troubleshooting, while executing centralized application deployments and updates.

• Security & Location Base
  • Must hold and be able to maintain an active U.S. Department of Defense Secret Security Clearance at the time of application.
  • 100% operational on‑site assignment within the Niceville, FL facility.
  • Capacity to accommodate up to 10% travel for advanced technical training courses and collaborative, in‑person engineering meetings.
• Experience & Communication Requirements
  • Minimum of 5 years of dedicated experience in helpdesk, service desk, or centralized operational IT support environments.
  • Physical Dexterity:
    Ability to lift and move equipment up to 25 lbs for localized logistics, hardware delivery verifications, or facility upkeep.
  • Omnichannel Support Etiquette:
    Demonstration of exceptional service delivery and adherence to professional communications standards across all remote support mechanisms (Teams Chat, Telephone, Email).

• Operating Systems
  • Comprehensive enterprise support and administration history involving the Windows 11 desktop environment.
• Productivity Applications
  • Advanced application troubleshooting proficiency spanning the full suite of Microsoft Office products (Word, Excel, Outlook, PowerPoint, and Teams).
• IT Service Management (ITSM)
  • Prior hands‑on experience navigating workflows, running…