IT Service Desk Agent

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys in all 50 states, to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6,000 employees are all united by one mission: For the People.

Job Title: IT Service Desk Agent

Location: Tampa, FL

Job Type: Full-time

Summary

We are seeking a highly motivated and skilled IT Service Desk Agent to join a rapidly growing team located in our Tampa office. The successful candidate will be responsible for providing technical support to end-users via phone calls, email, and chat. The IT Service Desk Agent will respond to inquiries, troubleshoot problems, and provide resolution or escalation as required.

Responsibilities

Provide frontline technical support to end-users via phone calls, email, and chat

Respond to inquiries in a timely and professional manner

Troubleshoot and resolve technical problems, escalating as required

Record and document all requests or incidents in our Freshservice Platform

Maintain a high level of Customer Satisfaction

Maintain a high First Call Resolution rate

Work collaboratively with other members of the IT Service Desk team

Perform other duties as assigned

Qualifications

Minimum of 2 years of experience in a Service Desk\Helpdesk Role

Strong communication skills, both written and verbal

Excellent problem-solving skills

Ability to multi-task and prioritize in a fast-paced environment

Knowledge and understanding of Active Directory functionality

Proficient in Microsoft Office 365 applications

Experience documenting properly all aspects of troubleshooting and resolving of issues

Familiarity with basic networking concepts

Willingness to work flexible hours, including weekends and holidays

Preferred Qualifications

Experience with VMWare Horizon Virtual Desktops

Experience with Salesforce

ITIL Foundation certification

Experience with remote support tools

Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.

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Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.

Equal Opportunity Statement

Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

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