IT Service Desk Technician

Intelligent. Dynamic. Resilient.

Everfox formerly Forcepoint Federal has been defending the worlds most critical data and networksagainst the most complex cyber threats imaginable for more than 25 trailblazers in defense-grade high assurance cyber security we have been leading the way indeveloping 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 arewhat set us apart. We are dynamic vigilant and proactive in everything we suite of cross domain threat protection and insider risk solutions empower governments andenterprise organizations to use data safely - where and however their people need Everfox we innovate we invest we achieve. We protect what matters most to our customers. Andwe offer protection like no 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 toappropriate technicalpersonnel

• Maintain clear communication with users throughout the support process providingtimelyupdates on case status

• Develop and document standard operating procedures (SOPs) and customer service guidelines for IT support

• Build andmaintainpositive relationships with users by providing excellent customer service

• Learn and apply company policies procedures and technical skills to effectively complete assigned tasks

• Identifydeviations from standard practices for non-routine situations

• Share information proactively toidentifyuser 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( Zoom)

• Excellent communication interpersonal and problem-solving skills

• Ability to learnnew technologiesand procedures quickly

• Maintain clear communication with users throughout the support process providingtimelyupdates on case status

• Identifyopportunities for enabling self-service and zero-touch automation of repeatable service request

• Identifyopportunities 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 deployEverfoximaged Endpoints & additional software on computing devices

• Identifyand streamline legacy processes leverage scripts to automate repeatable tasks

• Liaison with multiple technology Vendors/Partners toidentify troubleshoot andeliminateend-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 toassistwith troubleshooting Major IncidentsimpactingIT services as needed

• Mayparticipatein 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 WirelessZeroTrust

• Comfortable working within complex IT infrastructure environments

• Exceptionally strong written and verbal communication skills

• Have a customer-first approachidentifyopportunities to mature service offerings to be self-served

• Passion for problem-solving with an ability toidentifytechnological solutions to business problems

• Understanding of performance metrics benchmarks and KPIs

• Willingness to challenge and improve the status-quo andeliminate by streamlining processes and introducing automation as much as possible

Key Education Requirements:

• Bachelors degree or 1-3 years of experience with Service Desk End User Experience or regional IT support role

• IT related certifications a plus ( Cisco Amazon)

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

The actual salary offered may vary within the range based on a candidates unique experience locale and business 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.

Dont meet every single qualification Studies show people are hesitant to apply if they dont meet all requirements listed in a job posting. If there is something slightly different about your previous experience but it otherwise aligns and youre 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 Companys career webpage as a result of your disability. You may request reasonable accommodations by sending an email to

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.