IT Digital Workplace Analyst III

Everfox; Herndon (VA); Hybrid; USD 56,000 - 74,000; Full time

Benefits offered by this job

Flexible PTO

401k match

Healthcare coverage

Job summary

Everfox seeks a Service Desk Technician to join the Global Digital Workplace Experience Team in a hybrid role based in Herndon, VA. You will modernize the employee experience, enabling self-service and zero-touch request fulfillment across multiple tech domains.

You’ll handle end-user support, document SOPs, and drive improvements in first-contact resolution. Strong communication, problem‑solving, and a customer‑first mindset are essential to succeed.

Qualifications

• Bachelor’s degree or 1–3 years of experience with Service Desk, End‑User Experience, or regional IT support role.
• Exposure to Active Directory, Microsoft O365, and Exchange Online.
• Exposure to Windows OS and MacOS-based end-user computing devices.
• Basic understanding of DNS, DHCP, IP, LAN, Wireless, VPN.
• Comfortable working within complex IT infrastructure environments.
• IT related certifications a plus (e.g. A+, ITIL, Jamf & Intune).

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance/support over the phone, email, or Jira.
• Take complete ownership of an end user problem from request submission to resolution.
• Resolve issues independently whenever possible or escalate complex issues.
• Maintain clear communication with users with timely updates on case status.
• Develop and document SOPs and customer service guidelines for IT support.
• Build and maintain positive relationships with users by delivering excellent service.
• Learn and apply company policies and technical skills to complete 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 oversight on routine work.

Skills

Customer service

IT troubleshooting

Communication

Automation awareness

Education

Bachelor’s degree

Tools

Active Directory

Microsoft 365

Exchange Online

Jira

Job description

Trusted Connectivity for AI-Powered Dominance. Everfox delivers trusted connectivity to protect the world’s most critical environments and safeguard the sensitive data powering decision advantage. Built for mission-critical operations, Everfox protects what matters most by securing how data moves, how users access it, and how threats are neutralized across every domain. We enable mission speed and secure collaboration across networks, domains, and allies, while ensuring the data powering AI and advanced analytics remains trusted and protected. We don’t just defend systems; we deliver decision dominance. Our Purpose. Protect what matters most by enabling organizations to operate security in the most complex and high-risk digital environments. Our Vision. To be the most trusted authority in high-assurance cybersecurity, enabling secure collaboration across every domain. Our Belief. Security should never limit mission success – it should enable it. Our Promise. We deliver absolute confidence in environments where failure is not an option.

We’re hiring for a hybrid role. You’ll work on-site with your team several days each week (typically 2–3), with the specific days set by your manager. Because regular in-person collaboration is central to this job, we look for candidates who live within about 50 miles of the office. Everfox will consider reasonable accommodation as required by law.

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

Location:

This is a hybrid role in Herndon, VA.

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 thru resolution.
• Resolve issues independently whenever possible orescalate 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 such as Teams and 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 Experience and Education Requirements:

• 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, Virtual Private Network.
• 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 toil by streamlining processes and introducing automation as much as possible.
• IT related certifications a plus (e.g. A+, ITIL, Jamf & Intune).

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.

Benefits:

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

Our Talent Acquisition team will provide specific information regarding bonus eligibility and benefits offerings.

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 [e-mail].

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.

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

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