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Morgan & Morgan, P.A.
IT Salesforce Service Desk Agent
On-site
Full Time
#Technology
#Salesforce
#Active Directory
#Microsoft Office
#Networking
#Customer Service
Morgan & Morgan, P.A. is looking for a IT Salesforce Service Desk Agent
Full TimeMid-LevelOn-siteUnited StatesTechnologySalesforceActive DirectoryMicrosoft OfficeNetworkingCustomer ServiceEnglishMedical insuranceDental insurance401kPaid time off
At Morgan & Morgan, we serve as the final line of defense for millions of Americans against large corporations and insurance companies. With over 3,000 employees united by our mission to fight For the People, we are looking for a motivated IT Salesforce Service Desk Agent to join our team in downtown Tampa. In this full-time, on-site role, you will provide critical technical support and help us maintain the high standards our clients expect.
Responsibilities
- Deliver frontline technical support for Salesforce via email, phone, and chat.
- Serve as a subject matter expert for the platform, handling escalated tickets from other technicians.
- Partner with developers, administrators, and IT staff to resolve complex issues and improve system performance.
- Develop and maintain user guides and knowledge base articles for common Salesforce concerns.
- Document all incidents and troubleshooting steps within the Freshservice platform.
- Train end-users on best practices, new updates, and Salesforce features.
- Maintain high performance standards, including meeting key KPIs for ticket resolution and response times.
- Stay updated on the latest Salesforce releases and platform changes.
Must-haves
- At least 2 years of experience working in a helpdesk or service desk environment.
- Proficiency with Microsoft Office 365 and an understanding of Active Directory.
- Strong grasp of basic networking concepts.
- Exceptional interpersonal and customer service skills, with the ability to communicate effectively across all technical levels.
- Proven ability to multitask and thrive in a fast-paced setting.
- Strong analytical and problem-solving capabilities.
- Reliability, attention to detail, and a willingness to work a flexible schedule, including weekends and holidays.
- Fluency in English.
Nice-to-haves
- One to two years of experience providing Salesforce support.
- Familiarity with Salesforce Lightning, Service Cloud, and configuring functions like custom objects, workflows, and permission sets.
- Knowledge of AppExchange solutions and API integrations.
- Experience with VMWare Horizon Virtual Desktops and remote support tools.
- Familiarity with Freshservice or similar ITSM platforms.
- ITIL Foundation certification.
Benefits
- Medical insurance.
- Dental insurance.
- 401k plan.
- Paid time off.
M
Morgan & Morgan, P.A.
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