Global Tier 1 Service Desk Technician

We are K

When you become part of our K  team, your opportunities are endless. Through internal collaboration, and with our partners and customers, we’re defining tomorrow’s challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and our Sustainability Platform. In September 2025, we announced that we are spinning our Mission Technology Solutions business into a separate public company.

This role would ultimately be part of that new company. Our Mission Technology Solutions business partners with governments and defense, intelligence, space, aviation, and critical infrastructure customers to deliver high-end engineering, science, technology, and mission support solutions. From national security and readiness to advanced research, cyber, logistics, and life-cycle sustainment, our teams help customers solve complex challenges in some of the world’s most demanding environments.

Whether supporting operations on the ground, at sea, in the air, or in space, our clients trust us to deliver mission-critical capabilities every day. Working with us means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration.

That is how we supply our clients with cutting-edge solutions. As the needs of the world change, we’re ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The Service Desk Technician I (Tier
1) serves as the first point of contact for end users across a global, follow-the-sun IT Service Desk. This role provides first-line technical support for account administration, hardware, software, access, and authentication issues while ensuring incidents and service requests are managed effectively through established IT service management processes. The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced support environment.

Success in this role requires strong communication skills, adherence to service levels, accurate ticket documentation, and the ability to collaborate effectively with colleagues and end users across multiple regions, time zones, and cultures.

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
• Answer and triage incoming support contacts while meeting established service level objectives.
• Utilize knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible.
• Support user account management, password resets, and multi-factor authentication (MFA) administration.
• Deliver exceptional customer service while communicating technical information clearly to non-technical users.

• Create, update, manage, and resolve Incident and Request records within Service Now in accordance with ITIL best practices.
• Document troubleshooting activities, resolution steps, and customer communications accurately and thoroughly.
• Monitor and manage ticket queues to ensure compliance with established service level agreements (SLAs).
• Escalate issues to appropriate Tier 2 or Tier 3 support teams when additional expertise or access is required.
• Ensure all incidents and requests are categorized, prioritized, and routed appropriately.

• Contribute to the creation and maintenance of knowledge base articles, procedures, and support documentation.
• Identify opportunities to improve processes, automation, and self-service capabilities.
• Participate in ongoing technical and professional development activities, including role-related certifications and training.

• Participate in rotational support coordination activities during high-volume periods and major incidents.
• Collaborate effectively with team members, supervisors, and end users across multiple regions and cultures.
• Support a 24x7x365 service organization through assigned shift schedules, including nights, weekends, and holidays.