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: Longwood, FLJob Type: Full-timeSummaryWe are seeking a highly motivated and skilled IT Service Desk Agent to join a rapidly growing team located in Longwood 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.ResponsibilitiesProvide frontline technical support to end-users via phone calls, email, and chatRespond to inquiries in a timely and professional mannerTroubleshoot and resolve technical problems, escalating as requiredRecord and document all requests or incidents in our Freshservice PlatformMaintain a high level of Customer SatisfactionMaintain a high First Call Resolution rateWork collaboratively with other members of the IT Service Desk teamPerform other duties as assignedQualificationsMinimum of 2 years of experience in a Service Desk\Helpdesk RoleStrong communication skills, both written and verbalExcellent problem-solving skillsAbility to multi-task and prioritize in a fast-paced environmentKnowledge and understanding of Active Directory functionalityProficient in Microsoft Office 365 applicationsExperience documenting properly all aspects of troubleshooting and resolving of issuesFamiliarity with basic networking conceptsWillingness to work flexible hours, including weekends and holidaysPreferred QualificationsExperience with VMWare Horizon Virtual DesktopsExperience with SalesforceITIL Foundation certificationExperience with remote support toolsBenefitsMorgan & 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. BenefitsMorgan & 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 StatementMorgan & 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-VerifyThis 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. Privacy PolicyHere is a link to Morgan & Morgan's privacy policy.