IT Service Desk Agent

At Morgan & Morgan, we're seeking a highly motivated and skilled IT Service Desk Agent to join our rapidly growing team in Longwood, Florida.

As an IT Service Desk Agent, you will be responsible for providing technical support to end-users via phone calls, email, and chat. You 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:

• Medical and dental insurance
• 401(k) plan
• Paid time off
• Paid holidays