IT Service Desk Agent

The role

The IT Service Desk Agent provides technical support to end-users via phone calls, email, and chat. The role involves responding to inquiries, troubleshooting problems, and providing resolution or escalation.

What you will do

• 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

Required 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

Nice to have

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

Benefits

• medical and dental insurance
• 401(k) plan
• paid time off
• paid holidays

Before you apply

• Employer participates in E-Verify to confirm authorization to work in the U.S.

About the company

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. Their over 6,000 employees are united by the mission: For the People.