IT Litify Support Tech

Morgan & Morgan, P.A.; Tampa (FL); On-site; USD 55,000 - 70,000; Full time

Job summary

Morgan & Morgan, P.A. in Tampa seeks an IT Salesforce Service Desk Agent to provide frontline Salesforce support, troubleshoot issues, and work with admins and IT teams to deliver effective solutions.

You will handle tickets via phone, email, and chat, maintain knowledge base articles, and contribute to first contact resolution while staying current on Salesforce updates and best practices.

Qualifications

• Minimum 2 years in a service desk/helpdesk role.
• Strong problem analysis and problem-solving abilities.
• Excellent written and verbal communication skills.
• Exceptional customer service and interpersonal skills.
• Ability to multitask, prioritize and adapt in a fast-paced environment.
• Knowledge of Active Directory functionality.
• Proficient with Microsoft Office 365 applications.
• Experience documenting troubleshooting steps and resolutions.
• Familiarity with basic networking concepts.
• Willingness to work flexible hours, including weekends/holidays.
• Resourceful, organized, dependable and detail-oriented.

Responsibilities

• Provide frontline Salesforce technical support to end-users via phone, email, and chat.
• Respond to Salesforce-related tickets escalated from other technicians as SME.
• Collaborate with Salesforce Admins, Developers, and IT teams to resolve issues.
• Create and update knowledge base articles and user guides.
• Respond to inquiries promptly while maintaining customer satisfaction.
• Deliver exceptional customer service at all technical levels.
• Troubleshoot problems and escalate when necessary.
• Record all requests, incidents, and steps in Freshservice.
• Maintain a high First Call Resolution rate and KPI targets.
• Work with IT Service Desk teammates to foster collaboration.
• Assist in training end-users on Salesforce features and updates.
• Stay current on Salesforce platform releases and best practices.

Skills

Service Desk experience

Problem solving

Written communication

Customer service

Interpersonal skills

Active Directory

Office 365

Documentation skills

Networking basics

Flexible hours

Organizational skills

Tools

Freshservice

Salesforce Service Cloud

Salesforce Lightning

VMware Horizon

Remote support tools

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 Salesforce Service Desk Agent

Location: Tampa, FL

Job Type: Full-time

Job Summary:

We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in Miami, FL. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshooting and resolving issues, and ensuring an exceptional customer experience. The agent will also collaborate with Salesforce admins and other IT teams to deliver comprehensive solutions.

Responsibilities:

• Provide frontline Salesforce technical support to end-users via phone calls, email, and chat
• Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform.
• Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or 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 a high level of customer satisfaction.
• Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
• Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary.
• Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform.
• Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time.
• Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment.
• Assist in training end-users on Salesforce features, best practices, and new updates.
• Stay current on Salesforce platform updates, releases, and best practices.
• Perform other duties as assigned.

Requirements:

• Minimum of 2 years of experience in a Service Desk\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.
• Proficient in Microsoft Office 365 applications.
• Experience documenting all aspects of troubleshooting and issue resolution.
• Familiarity with basic networking concepts.
• Willingness to work flexible hours, including weekends and holidays.
• Resourceful, well organized, highly dependable, efficient and detail oriented.

Preferred Qualifications:

• 1-2 years of experience supporting Salesforce
• Knowledge of configuring Salesforce functions including but not limited to, custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards.
• Experience working with Salesforce Service Clouds is a plus
• Experience working with Salesforce Lightning interface.
• Knowledge of API integrations and Salesforce AppExchange solutions
• Familiarity with other ITSM platforms such as Freshservice.
• Experience with VMWare Horizon Virtual Desktops.
• Experience with remote support tools.

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.

E-Verify

This 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 Policy

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