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 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 3,000 employees are all united by one mission: For the People.

IT Service Desk Agent

Tampa, Florida, United States

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 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 5,000 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 Downtown Tampa. 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

#LI-MB1

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.

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