IT Service Desk Agent
On-site
Full Time
#Technology
#Technical Support
#Active Directory
#Microsoft Office 365
#VMWare
#Salesforce
#ITIL
#Support
#Problem Solving
#Communication Skills
#Networking Concepts
At Morgan & Morgan, our work makes a genuine difference. We serve as the final line of defense for millions of Americans against large corporations, insurance companies, and defective products. Our firm is powered by over 3,000 dedicated professionals across various departments, including legal, marketing, and operations, all united by our core mission: For the People. We are currently looking for a motivated IT Service Desk Agent to join our growing team in Downtown Tampa, Florida.
Key outcomes
- Deliver frontline technical support to our end-users through phone, email, and chat channels.
- Address all technical inquiries promptly while maintaining a high level of professionalism.
- Troubleshoot and resolve technical issues, escalating complex problems when necessary.
- Document all incidents and requests accurately within our FreshService platform.
- Ensure high standards for customer satisfaction and first-call resolution rates.
- Collaborate effectively with your peers on the IT Service Desk team to support our firm's operations.
Requirements
- At least 2 years of professional experience in a helpdesk or service desk capacity.
- Strong verbal and written communication skills.
- Exceptional problem-solving abilities and the capacity to manage multiple tasks in a fast-paced environment.
- Practical knowledge of Active Directory functionality.
- Proficiency in Microsoft Office 365 applications.
- Proven experience in documenting troubleshooting steps and issue resolutions.
- Familiarity with foundational networking concepts.
- Availability to work a flexible schedule, which may include holidays and weekends.
- Fluency in English.
Preferred qualifications
- Hands-on experience with VMWare Horizon Virtual Desktops.
- Experience working with Salesforce.
- An ITIL Foundation certification.
- Experience utilizing remote support tools.
Compensation
We offer a comprehensive benefits package to our full-time employees. This includes medical and dental insurance, a 401(k) retirement plan, and paid time off.
How to apply
If you are interested in joining our team and contributing to our mission, we invite you to submit your application for consideration. We look forward to reviewing your qualifications.
Morgan & Morgan, P.A.
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