IT Service Desk Technician

Hybrid IT Service Desk Technician role at Everfox focused on modernizing the end-user experience and enabling self-service and zero-touch request fulfillment for a global employee base across Active Directory, O365, and Exchange.

Responsibilities

• Act as the first point of contact for technical assistance via phone, email, or the company ticketing system (JIRA).
• Own each end user issue from initial submission to final resolution.
• Resolve issues independently when possible or escalate complex problems to the appropriate technical teams.
• Maintain clear, timely communication with users about case status throughout the process.
• Create, document, and update standard operating procedures and customer service guidelines for IT support.
• Foster positive relationships with users by delivering excellent customer service.
• Apply company policies, procedures, and technical skills to complete assigned tasks effectively.
• Identify deviations from standard practices in non-routine situations.
• Proactively share information to identify user needs and provide relevant data.
• Perform most daily tasks independently, with routine tasks overseen and new tasks guided by detailed instructions.
• Demonstrate a strong understanding of PC hardware, software, and networking concepts.
• Utilize video conferencing tools such as Teams and Zoom as needed.
• Exhibit excellent written and verbal communication, interpersonal, and problem-solving skills.
• Learn new technologies and procedures quickly to stay current.
• Identify opportunities for self-service and zero-touch automation of repeatable service requests.
• Collaborate with wider IT functions to improve First Contact Resolution of incidents.
• Serve as a liaison between end users and IT, conveying business needs and providing feedback on service delivery.
• Investigate, diagnose, and resolve varied Endpoint software and functionality issues.
• Configure and deploy Everfox imaged Endpoints and associated software on computing devices.
• Streamline legacy processes and leverage scripts to automate repetitive tasks.
• Coordinate with multiple technology vendors and partners to troubleshoot end-user concerns.
• Oversee local employee onboarding and termination processes.
• Document procedures, corrective actions, and update the 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 rotation.

Requirements

• Experience with technologies such as Active Directory, Microsoft O365, and Exchange Online.
• Familiarity with Windows OS and MacOS-based end-user computing devices.
• Basic understanding of DNS, DHCP, IP, LAN, Wireless, and ZeroTrust concepts.
• Comfort working within complex IT infrastructure environments.
• exceptionally strong written and verbal communication skills.
• Customer-focused approach with a drive to mature services toward self-service.
• Passion for problem solving and the ability to translate business needs into technical solutions.
• Awareness of performance metrics, benchmarks, and KPIs.
• Willingness to challenge the status quo and streamline processes, introducing automation where possible.

Technologies

• JIRA
• Teams
• Zoom
• Active Directory
• Microsoft O365
• Exchange Online
• Windows OS
• MacOS

Benefits

• Flexible PTO
• 401k match
• contribution to healthcare coverages

Location

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