IT Service Desk Agent - Fast-Paced Tech Support

Morgan & Morgan, P.A.

Tampa (FL)

On-site

USD 42,000 - 60,000

Full time

9 hours ago

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Job summary

Morgan & Morgan, P.A. in Tampa, FL is seeking an IT Service Desk Agent to provide frontline support to end-users via phone, email, and chat. You will troubleshoot and resolve issues, document steps, and escalate as needed in a fast-paced legal office environment.

The role emphasizes clear communication, strong problem-solving, and teamwork to ensure high customer satisfaction and effective incident resolution.

Qualifications

2+ years in a Service Desk/Helpdesk role.
Strong written and verbal communication.
Excellent problem-solving skills.
Ability to multi-task 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 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