# IT Litify Support Tech

**Company**: Morgan & Morgan
**Location**: Tampa, Florida
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Consulting

**Apply**: https://job-boards.greenhouse.io/morganmorganjobsapplynow/jobs/6238303004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ea6e3dd5-667

## Description

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.

We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in our Tampa or Miami, FL office. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshooting and resolving issues, and ensuring an exceptional customer experience.

Responsibilities:

- Provide frontline Salesforce technical support to end-users via phone calls, email, and chat

- Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform

- Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or provide feedback on system improvements

- Create and update knowledge base articles and user guides for common Salesforce issues

- Respond to inquiries in a timely and professional manner while maintaining a high level of customer satisfaction

- Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary

- Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform

- Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time

- Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment

- Assist in training end-users on Salesforce features, best practices, and new updates

- Stay current on Salesforce platform updates, releases, and best practices

Requirements:

- Minimum of 2 years of experience in a Service Desk/Helpdesk Role

- Strong problem analysis and problem-solving skills

- Excellent written and verbal communication skills

- Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels

- Ability to multitask, prioritize, and adapt in a fast-paced environment

- Knowledge and understanding of Active Directory functionality

- Proficient in Microsoft Office 365 applications

- Experience documenting all aspects of troubleshooting and issue resolution

- Familiarity with basic networking concepts

- Willingness to work flexible hours, including weekends and holidays

- Resourceful, well organized, highly dependable, efficient and detail oriented

Preferred Qualifications:

- 1-2 years of experience supporting Salesforce

- Knowledge of configuring Salesforce functions including custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards

- Experience working with Salesforce Service Clouds is a plus

- Experience working with Salesforce Lightning interface

- Knowledge of API integrations and Salesforce AppExchange solutions

- Familiarity with other ITSM platforms such as Freshservice

- Experience with VMWare Horizon Virtual Desktops

- ITIL Foundation certification

- Experience with remote support tools

Benefits:

- Medical and dental insurance

- 401(k) plan

- Paid time off and paid holidays

## Skills

### Required
- Salesforce
- Microsoft Office 365
- Active Directory
- Freshservice
- Basic networking concepts

### Nice to have
- Salesforce Service Clouds
- Salesforce Lightning interface
- API integrations
- Salesforce AppExchange solutions
- VMWare Horizon Virtual Desktops
- ITIL Foundation certification
- Remote support tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/morganmorganjobsapplynow/jobs/6238303004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)