IT Service Desk Technician

Everfox•Herndon, VA

5d•$56,200 - $73,700•Hybrid

About The Position

Everfox is seeking an IT Service Desk Technician to join their Global Digital Workplace Experience Team. This role focuses on modernizing the customer experience for Everfox's global employee base, emphasizing self-service, zero-touch request fulfillment, and accelerating employee productivity. The technician will gain exposure to various technology disciplines including AV, Endpoint Management tools, Active Directory, O365, Exchange, and scripting languages. This is a hybrid position based in Herndon, VA, and may involve weekend on-call rotations.

Requirements

Strong understanding of personal computer hardware, software, and networking concepts.
Experience using video conferencing tools (e.g. Teams, Zoom).
Excellent communication, interpersonal, and problem-solving skills.
Ability to learn new technologies and procedures quickly.
Exposure to certain technology platforms, such as Active Directory, Microsoft O365, and Exchange Online.
Exposure to Windows OS and MacOS-based end-user computing devices.
Basic understanding of concepts such as DNS, DHCP, IP, LAN, Wireless, ZeroTrust.
Comfortable working within complex IT infrastructure environments.
Exceptionally strong written and verbal communication skills.
Have a customer-first approach, identify opportunities to mature service offerings to be self-served.
Passion for problem-solving, with an ability to identify technological solutions to business problems.
Understanding of performance metrics, benchmarks, and KPI’s.
Willingness to challenge and improve the status-quo and eliminate by streamlining processes and introducing automation as much as possible.
Bachelor’s degree or 1-3 years of experience with Service Desk, End User Experience, or regional IT support role.

Nice To Haves

IT related certifications a plus (e.g. A+, HDI, ITIL, Microsoft, Cisco, Amazon).

Responsibilities

Serve as the first point of contact for customers seeking technical assistance/support over the phone, email, or via the company ticketing system (JIRA).
Take complete ownership of an end user problem, starting from request submission through resolution.
Resolve issues independently whenever possible or escalate complex issues to appropriate technical personnel.
Maintain clear communication with users throughout the support process, providing timely updates on case status.
Develop and document standard operating procedures (SOPs) and customer service guidelines for IT support.
Build and maintain positive relationships with users by providing excellent customer service.
Learn and apply company policies, procedures, and technical skills to effectively complete assigned tasks.
Identify deviations from standard practices for non-routine situations.
Share information proactively to identify user needs and provide relevant data.
Work independently on most daily tasks with general oversight on routine work and detailed instructions for new assignments.
Identify opportunities for enabling self-service and zero-touch automation of repeatable service requests.
Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions.
Act as a liaison between end users and IT, understanding the needs of the business and providing feedback to wider IT teams on service delivery improvement.
Investigate, diagnose, and solve varied Endpoint software and functionality problems.
Configure and deploy Everfox imaged Endpoints & additional software on computing devices.
Identify and streamline legacy processes, leverage scripts to automate repeatable tasks.
Liaison with multiple technology Vendors/Partners to identify, troubleshoot and eliminate end-user concerns.
Oversee local Employee On-boarding and Termination processes.
Document procedures, corrective actions, and update knowledge base system.
Partner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as needed.
May participate in Weekend on-call support.