IT Service Desk Technician

About the role

The Service Desk Technician will join Everfox's Global Digital Workplace Experience Team, focusing on enhancing the customer experience for Everfox's global employee base. This role involves modernizing IT support to enable self-service, zero-touch request fulfillment, and boosting employee productivity.

Responsibilities

• Serve as the first point of contact for technical assistance/support over phone, email, or JIRA ticketing system
• Take full ownership of end user problems, from request submission to resolution
• Maintain clear communication with users throughout the support process, providing timely updates on case status
• Develop and document SOPs and customer service guidelines for IT support
• Build and maintain positive relationships with users by providing excellent customer service
• 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
• Show strong understanding of personal computer hardware, software, and networking concepts
• Experience using video conferencing tools (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 requests
• 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
• 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
• A customer-first approach, identifying 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

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)

Pay

A reasonable estimate of the base salary range for this role is: $56,200.00-73,700.00 USD

Benefits

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