Job Title: IT Service Desk Agent

Location: Longwood, FL

Job Type: Full-time

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.

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