IT Litify Support Tech

Morgan & Morgan•Tampa, FL

6d•Onsite

About The Position

Morgan & Morgan is seeking a highly motivated IT Salesforce Service Desk Agent for its Tampa or Miami, Florida office. The agent provides frontline technical support to end users, with a focus on Salesforce, troubleshooting and resolving issues, and delivering an exceptional customer experience. The role also works with Salesforce administrators and other IT teams to provide comprehensive solutions, maintain support documentation, assist with user training, and stay current on Salesforce updates and best practices.

Requirements

At least 2 years of experience in a Service Desk or Helpdesk role.
Strong problem analysis and problem-solving skills.
Excellent written and verbal communication skills.
Exceptional customer service and interpersonal skills, with the ability to work effectively with end users at all technical levels.
Ability to multitask, prioritize, and adapt in a fast-paced environment.
Knowledge and understanding of Active Directory functionality.
Proficiency with Microsoft Office 365 applications.
Experience documenting troubleshooting and issue resolution.
Familiarity with basic networking concepts.
Willingness to work flexible hours, including weekends and holidays.
Resourcefulness, organization, dependability, efficiency, and attention to detail.

Nice To Haves

1–2 years of experience supporting Salesforce.
Knowledge of configuring Salesforce functions, including custom objects, profiles, roles, permission sets, validation rules, workflows, Process Builder, visual workflows, reports, and dashboards.
Experience with Salesforce Service Cloud.
Experience with the Salesforce Lightning interface.
Knowledge of API integrations and Salesforce AppExchange solutions.
Familiarity with ITSM platforms such as Freshservice.
Experience with VMware Horizon Virtual Desktops.
ITIL Foundation certification.
Experience with remote support tools.

Responsibilities

Provide frontline Salesforce technical support to end users by phone, email, and chat.
Respond to Salesforce-related tickets escalated by other technicians and serve as a subject matter expert for the platform.
Collaborate with Salesforce administrators, developers, and other IT teams to resolve complex issues and provide feedback on system improvements.
Create and update knowledge base articles and user guides for common Salesforce issues.
Respond to inquiries in a timely and professional manner while maintaining customer satisfaction.
Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary.
Record and document requests, incidents, and troubleshooting steps in Freshservice.
Maintain a high First Call Resolution rate and meet key performance indicators, including ticket response and resolution times.
Work collaboratively with other IT Service Desk team members.
Assist in training end users on Salesforce features, best practices, and updates.
Stay current on Salesforce platform updates, releases, and best practices.
Perform other duties as assigned.