IT Field Services Technician

Morgan & Morgan, P.A.; Lexington (KY); On-site; USD 52,000 - 68,000; Full time

Job summary

Morgan & Morgan, P.A. is seeking an IT Field Services Technician to deliver on-site and remote support across the firm’s locations. You will install, configure, and maintain IT hardware and spaces while traveling within the region.

This role requires a vehicle for constant insured operation and in‑office work in Lexington, KY. The ideal candidate has 2+ years in IT service, familiarity with Office 365, Active Directory, and ticketing systems, and the ability to escalate complex issues.

Qualifications

• 2+ years in IT Service Desk or Field Services.
• Experience with Office 365 and Active Directory.
• Basic networking understanding.
• Experience with Freshservice, Salesforce, and Microsoft 365.
• Strong communication and problem-solving skills.
• Ability to prioritize incidents and requests.

Responsibilities

• Provide friendly, professional on-site support to users in their assigned region(s).
• Create, monitor, track, schedule, update, and close tickets within SLA.
• Act as a Tier 3 level agent responding to and resolving tickets escalated from the Service Delivery teams.
• Proactive support of IT related projects, including coordination of all local technology solutions as the SME and the IT point of contact.
• Collaborate with vendors to resolve issues as necessary.
• Maintain, organize, and order stock of IT hardware within their region.
• Establish and build relationships with local leadership and staff and seek solutions to improve their daily workflow.
• Ensure proper cable management and organization of IT‑managed spaces, including conference rooms, printer stations, and IT storage areas.
• Regularly inspect and maintain the physical appearance of IT workspaces to ensure a neat, professional, and secure environment.
• Implement and enforce best practices for IT equipment storage, labeling, and organization.
• Ensure IT closets and storage areas are well‑kept, accessible, and securely managed.
• Travel within the assigned region and to other firm locations as needed to provide on‑site support.
• Act as smart hands on‑site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations.

Skills

IT Service Desk

On-site Support

Remote Support

Office 365

Active Directory

Troubleshooting

Communication

Ticketing Systems

Tools

Freshservice

Salesforce

Microsoft Office 365

Job description

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 Field Services Technician

Location: Lexington, KY

Job Type: Full-time

Job Summary

The IT Field Services Technician will be responsible for delivering white-glove support to employees in their office/region and across the firm’s 6000+ employees nationwide. This role includes providing both in-person and remote support as well as maintaining, installing, and configuring all IT hardware within their assigned region. Additionally, the Technician will ensure that all IT‑managed spaces, including conference rooms, printer stations, and IT storage areas, are organized, secure, and well‑maintained. As the person responsible for one or more office sites, be aware and familiar with other systems and company groups to resolve or escalation office related issues.

This role also requires travel within the assigned region and, when necessary, to other firm locations to provide on‑site support. The Technician will act as smart hands on‑site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations as needed.

This is a full-time, in-office position that requires a vehicle that is insured at all times.

Responsibilities

• Provide friendly, professional on-site support to users in their assigned region(s).
• Create, monitor, track, schedule, update, and close tickets within SLA.
• Act as a Tier 3 level agent responding to and resolving tickets escalated from the Service Delivery teams.
• Proactive support of IT related projects, including coordination of all local technology solutions as the SME and the IT point of contact.
• Collaborate with vendors to resolve issues as necessary.
• Maintain, organize, and order stock of IT hardware within their region.
• Establish and build relationships with local leadership and staff and seek solutions to improve their daily workflow.
• Ensure proper cable management and organization of IT‑managed spaces, including conference rooms, printer stations, and IT storage areas.
• Regularly inspect and maintain the physical appearance of IT workspaces to ensure a neat, professional, and secure environment.
• Implement and enforce best practices for IT equipment storage, labeling, and organization.
• Ensure IT closets and storage areas are well‑kept, accessible, and securely managed.
• Travel within the assigned region and to other firm locations as needed to provide on‑site support.
• Act as smart hands on‑site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations.

Qualifications

• 2+ years of experience in an IT Service Desk or Field Services role.
• Experience in Office 365 and Active Directory Services.
• Basic understanding of networking and wiring configurations.
• Preferred experience working with Freshservice, Salesforce, and Microsoft Office 365.
• Ability to assist others with complex issues in a professional manner.
• Strong ability to manage and prioritize incidents, requests, and tasks.
• Strong problem analysis and problem-solving skills.
• Excellent written and verbal communication skills.
• Highly resourceful, well-organized, dependable, efficient, and detail oriented.
• Strong desire to learn and grow both IT and office support skills to deliver high-quality results for our clients and partners
• Commitment to maintaining a professional and orderly IT work environment, ensuring IT‑managed spaces are neat, secure, and well‑maintained
• Physical requirements include the ability to lift and carry up to 50 pounds, stand and walk for extended periods, bend, kneel, climb ladders, work in confined spaces, use hand tools, distinguish cable and wiring colors, and travel to firm locations as needed

Our insurance carriers require that our employees who drive for us to carry a minimum of $100,000 per occurrence, $300,000 aggregate for bodily injury, and $50,000 for property damage. You would need to meet these qualifications.

If you are customer-focused, technically adept, and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity.

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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.

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