IT Service Desk Technician

Everfox•Herndon, VA

About The Position

Intelligent. Dynamic. Resilient. Everfox, formerly Forcepoint Federal, has been defending the world’s most critical data and networks against the most complex cyber threats imaginable for more than 25 years. As trailblazers in defense-grade, high assurance cyber security, we have been leading the way in developing and delivering innovative cyber security technology. We protect data wherever it resides. Our unwavering dedication and commitment to our customers and the critical missions they serve are what set us apart. We are dynamic, vigilant, and proactive in everything we do. Our suite of cross domain, threat protection and insider risk solutions empower governments and enterprise organizations to use data safely - where and however their people need it. At Everfox, we innovate, we invest, we achieve. We protect what matters most to our customers. And we offer protection like no other. We do all of this so our customers can focus on what matters most… their mission.

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
Maintain clear communication with users throughout the support process, providing timely updates on case status
Bachelor’s degree or 1-3 years of experience with Service Desk, End User Experience, or regional IT support role
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

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 request
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