IT Service Desk Agent

The IT Service Desk Agent at Morgan & Morgan provides frontline technical support to end-users via phone calls, email, and chat. This role is integral to ensuring seamless IT operations within the firm, which is dedicated to protecting consumer rights across the United States.

Key responsibilities include responding to technical inquiries promptly, troubleshooting and resolving issues, and escalating complex problems as necessary. The agent is also responsible for documenting all requests and incidents in the Freshservice platform, maintaining high levels of customer satisfaction, and collaborating effectively with the IT Service Desk team.

Candidates should have a minimum of 2 years of experience in a service desk or helpdesk role, strong communication and problem-solving skills, and proficiency in Microsoft Office 365 applications. Knowledge of Active Directory functionality and basic networking concepts is also required. Preferred qualifications include experience with VMWare Horizon Virtual Desktops, Salesforce, ITIL Foundation certification, and familiarity with remote support tools.

Morgan & Morgan offers a comprehensive benefits package for full-time employees, including medical and dental insurance, a 401(k) plan, paid time off, and paid holidays. The firm fosters a collaborative work environment and provides opportunities for professional growth within the IT department.