IT Service Desk Agent

Morganmorganjobsapplynow; Longwood (FL); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical and dental insurance

401(k) plan

Paid time off and paid holidays

Job summary

Morgan & Morgan is seeking an IT Service Desk Agent in Longwood, FL. The role provides frontline technical support to end-users via phone, email, and chat, handling inquiries, troubleshooting issues, and escalating when needed.

You will document all requests in Freshservice, strive for high customer satisfaction, and aim for strong first-call resolution while collaborating with the IT Service Desk team. This full-time position requires a proactive, flexible candidate who can work

Qualifications

• Minimum 2 years in a service desk/helpdesk role.
• Strong written and verbal communication.
• Excellent problem-solving abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Knowledge of Active Directory.
• Proficiency with Microsoft Office 365.
• 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 our 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.

Skills

Active Directory

Office 365

Troubleshooting

Communication

Multi-tasking

Networking basics

Documentation

Freshservice

Customer service

Flexible hours

Tools

Freshservice

Salesforce

Job description

Job Title

IT Service Desk Agent

Location

Longwood, FL

Job Type

Full-time

Company Overview

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.

Summary

We are seeking a highly motivated and skilled IT Service Desk Agent to join a rapidly growing team located in Longwood office. The successful candidate will be responsible for providing technical support to end-users via phone calls, email, and chat. The IT Service Desk Agent will respond to inquiries, troubleshoot problems, and provide resolution or escalation as required.

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 our 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

Qualifications

• Minimum of 2 years of experience in a Service Desk/Helpdesk Role
• Strong communication skills, both written and verbal
• Excellent problem-solving skills
• Ability to multi-task and prioritize in a fast‑paced environment
• Knowledge and understanding of Active Directory functionality
• Proficient in Microsoft Office 365 applications
• Experience documenting properly all aspects of troubleshooting and resolving of issues
• Familiarity with basic networking concepts
• Willingness to work flexible hours, including weekends and holidays

Preferred Qualifications

• Experience with VMWare Horizon Virtual Desktops
• Experience with Salesforce
• ITIL Foundation certification
• Experience with remote support tools

Benefits

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

Here is a link to Morgan & Morgan's privacy policy.