IT Service Desk Technician

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.

Everfox is looking for a Service Desk Technician to join our Global Digital Workplace Experience Team. The role will be focused on modernizing customer experience for our global employee base at Everfox, focused on enabling self-service, zero-touch request fulfillment, and accelerating the productivity needs of our employee base. The Service Desk technician will be exposed to multiple technology disciplines such as AV, Endpoint Management tools, Active Directory, O365, Exchange, and scripting languages.

Location: This is a hybrid position working from the office in Herndon, VA. This position may participate in a weekend on-call rotation.

Key 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

• 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

• 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

Key Knowledge and Skills:

• 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

Key Education Requirements:

• Bachelor’s degree or 1-3 years of experience with Service Desk, End User Experience, or regional IT support role

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

A reasonable estimate of the base salary range for this role is:

$56,200.00-73,700.00 USD

The actual salary offered may vary within the range based on a candidates' unique experience, locale, and business needs. In addition to a base salary and bonus plans, Everfox offers a generous benefits package including flexible PTO, a 401k match, and contribution to healthcare coverages. Our talent acquisition team will provide specific information regarding bonus eligibility and benefits offerings.

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Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. If there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

Everfox is an equal employment opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination. Everfox does not discriminate against any employee or applicant based on race, color, religion, sex, age, national origin, disability, veteran status, marital status, medical condition, or any other category protected by applicable law. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to HR@everfox.com

Everfox is a Federal Contractor. Certain positions with Everfox require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

Applicants must have the right to work in the location to which you have applied.

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