Salesforce IT Service Desk Specialist

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

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.