IT Help Desk Pro — Frontline Tech Support

Morganmorganjobsapplynow; Tampa (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) plan

Paid time off

Paid holidays

Job summary

Morgan & Morgan is seeking an IT Service Desk Agent to provide frontline technical support to end-users in Tampa, FL. You will troubleshoot issues via phone, email, and chat, document problems in our Freshservice system, and escalate to specialists as needed.

Ideal candidates have at least 2 years in a service desk role, strong communication skills, knowledge of Active Directory, and proficiency with Office 365.

Qualifications

• Minimum of 2 years in a Service Desk/Helpdesk role.
• Strong written and verbal communication skills.
• Excellent problem-solving abilities.
• Ability to multi-task and prioritize in a fast-paced environment.
• Knowledge of Active Directory functionality.
• Proficient in Microsoft Office 365 applications.
• Experience documenting troubleshooting steps and resolutions.
• Familiarity with basic networking concepts.
• Willingness to work flexible hours, including weekends and holidays.

Responsibilities

• Provide frontline technical support to end-users via phone, 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 Freshservice.
• Maintain a high level of customer satisfaction.
• Maintain a high First Call Resolution rate.
• Work collaboratively with other IT Service Desk team members.
• Perform other duties as assigned.

Skills

Strong communication

Problem solving

Multi-tasking

Active Directory

Office 365

Troubleshooting

Documentation

Networking basics

Flexible hours

Tools

Active Directory

Microsoft 365

Job description

Morgan & Morgan is seeking an IT Service Desk Agent to provide frontline technical support to end-users in Tampa, FL. You will troubleshoot issues via phone, email, and chat, document problems in our Freshservice system, and escalate to specialists as needed.

Ideal candidates have at least 2 years in a service desk role, strong communication skills, knowledge of Active Directory, and proficiency with Office 365.