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 in Herndon, VA is seeking a Service Desk technician to join our Global Digital Workplace Experience Team. This hybrid role focuses on modernizing the customer experience for our global employee base, enabling self-service, zero-touch request fulfillment, and accelerating productivity.

You’ll work with Active Directory, Office 365, Exchange Online, and scripting; communicate clearly with users; own cases from submission to resolution; and help build SOPs and a knowledge base.

Qualifications

• Bachelor’s degree or 1-3 years of Service Desk/ IT support experience.
• Experience with Active Directory, Microsoft 365, and Exchange Online.
• Experience with Windows and MacOS end-user devices.
• Strong written and verbal communication and customer-first approach.
• Ability to learn new technologies and automate repeatable tasks.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or Jira.
• Own issues end-to-end from submission to resolution.
• Escalate complex issues as needed to appropriate technical personnel.
• Maintain clear communication with users and provide case updates.
• Develop SOPs and knowledge base documentation for IT support.

Skills

Active Directory

Office 365

Exchange Online

End-user support

Scripting

Jira

Teams

Zoom

Networking basics

Customer service

Communication

Education

Bachelor’s degree

Tools

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, VAKey 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 resolutionResolve issues independently whenever possible or escalate complex issues to appropriate technical personnelMaintain clear communication with users throughout the support process, providing timely updates on case statusDevelop and document standard operating procedures (SOPs) and customer service guidelines for IT supportBuild and maintain positive relationships with users by providing excellent customer serviceLearn and apply company policies, procedures, and technical skills to effectively complete assigned tasksIdentify deviations from standard practices for non-routine situationsShare information proactively to identify user needs and provide relevant dataWork independently on most daily tasks with general oversight on routine work and detailed instructions for new assignmentsStrong understanding of personal computer hardware, software, and networking conceptsExperience using video conferencing tools such as Teams and ZoomExcellent communication, interpersonal, and problem-solving skillsAbility to learn new technologies and procedures quicklyMaintain clear communication with users throughout the support process, providing timely updates on case statusIdentify opportunities for enabling self-service and zero-touch automation of repeatable service requestIdentify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functionsAct as a liaison between end users and IT, understanding the needs of the business and providing feedback to wider IT teams on service delivery improvementInvestigate, diagnose, and solve varied Endpoint software and functionality problemsConfigure and deploy Everfox imaged Endpoints & additional software on computing devicesIdentify and streamline legacy processes, leverage scripts to automate repeatable tasksLiaison with multiple technology Vendors/Partners to identify, troubleshoot and eliminate end-user concernsOversee local Employee On-boarding and Termination processesDocument procedures, corrective actions, and update knowledge base systemPartner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as neededMay participate in Weekend on-call supportKey Experience and Education Requirements:Bachelor’s degree or 1-3 years of experience with Service Desk, End User Experience, or regional IT support roleExposure to certain technology platforms, such as Active Directory, Microsoft O365, and Exchange OnlineExposure to Windows OS and MacOS-based end-user computing devicesBasic understanding of concepts such as DNS, DHCP, IP, LAN, Wireless, Virtual Private NetworkComfortable working within complex IT infrastructure environments.Exceptionally strong written and verbal communication skillsHave a customer-first approach, identify opportunities to mature service offerings to be self-servedPassion for problem-solving, with an ability to identify technological solutions to business problemsUnderstanding of performance metrics, benchmarks, and KPI’sWillingness to challenge and improve the status-quo and eliminate toil by streamlining processes and introducing automation as much as possibleIT 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 USDThe 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.________________________________________________________________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 [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. 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.#LI-DO1