ITServiceDeskTechnician

**Intelligent. Dynamic. Resilient.** Everfox, formerly Forcepoint Federal, has been defending the world’s most critical data and networks against the most complex cyber threats imaginable for more than 25 years. As trailblazers in defense-grade, high assurance cyber security, we have been leading the way in developing 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 are what set us apart. We are dynamic, vigilant, and proactive in everything we do. Our suite of cross domain, threat protection and insider risk solutions empower governments and enterprise organizations to use data safely - where and however their people need it. At Everfox, we innovate, we invest, we achieve. We protect what matters most to our customers. And we offer protection like no other. We do all of this so our customers can focus on what matters most… their mission. 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 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 ge