IT Service Desk Agent
Morgan & Morgan, P.A.•Longwood, FL
•Onsite
About The Position
Morgan & Morgan is seeking a highly motivated and skilled IT Service Desk Agent to join its rapidly growing team in the Longwood office. The role provides technical support to end-users by phone, email, and chat, responding to inquiries, troubleshooting problems, and resolving or escalating issues as needed.
Requirements
- At least 2 years of experience in a Service Desk or Helpdesk role.
- Strong written and verbal communication skills.
- Excellent problem-solving skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Knowledge and understanding of Active Directory functionality.
- Proficiency in Microsoft Office 365 applications.
- Experience properly documenting troubleshooting and issue resolution.
- Familiarity with basic networking concepts.
- Willingness to work flexible hours, including weekends and holidays.
Nice To Haves
- Experience with VMWare Horizon Virtual Desktops.
- Experience with Salesforce.
- ITIL Foundation certification.
- Experience with remote support tools.
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 the 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.
Benefits
- Medical insurance.
- Dental insurance.
- 401(k) plan.
- Paid time off.
- Paid holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
