IT Service Desk Agent

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Role overview (listing rewrite)

Morgan & Morgan, P.A. invites qualified candidates to apply for its IT Service Desk Agent opening in Longwood, Florida, United States. This full-time opportunity lets you supply essential technology assistance from our Longwood office as part of an expanding support group. The Opportunity Step into a fast-paced IT Service Desk Agent role at Morgan & Morgan, P.A. supporting daily operations from the Longwood, Florida location. You will serve as the first contact for staff technology questions received through phone, email, and chat, turning complex problems into clear solutions while building confidence among users. Full-time colleagues receive medical and dental insurance, a 401(k) plan, paid time off, and paid holidays. Key Responsibilities Deliver first-line technical help to end users over phone, email, and chat channels Answer questions promptly and with a professional, friendly tone Diagnose technical issues, correct them when possible, and escalate when deeper expertise is required Capture every request and incident accurately inside the Freshservice platform Drive consistently high customer satisfaction scores Target strong first-contact resolution results Coordinate smoothly with fellow IT Service Desk teammates Handle further tasks that arise in support of the team What You Bring At least two years of prior service desk or help desk experience Clear, confident written and verbal communication Proven problem-solving ability under pressure Skill at juggling multiple priorities inside a high-volume setting Working knowledge of Active Directory functions Hands-on proficiency with Microsoft Office 365 applications Habit of carefully documenting each milestone of troubleshooting and resolution Awareness of basic networking principles Readiness to keep flexible hours that may include weekends and holidays Additional preference is given to candidates who also bring experience with VMware Horizon virtual desktops, Salesforce, remote support utilities, or an ITIL Foundation credential. About the Company Morgan & Morgan, P.A. is a large personal-injury law firm employing more than six thousand people who share a single purpose: standing up for individuals across the country. Attorneys serve every state while client-support, marketing, operations, and technology teams keep cases moving forward so that everyday people receive the advocacy they deserve. Apply Today To apply, complete your application directly on this page,…

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Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in Longwood, Florida, United States, hybrid, or fully remote?