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IT Service Desk Agent

Morgan & Morgan is a leading personal injury law firm seeking a skilled IT Service Desk Agent to provide technical support to our team. Join us in our mission to protect consumer rights.

Skills

  • Technical support
  • Problem-solving
  • Active Directory
  • Microsoft Office 365
  • Networking concepts

Responsibilities

  • Provide frontline technical support to end-users
  • Respond to inquiries in a timely and professional manner
  • Troubleshoot and resolve technical problems
  • Record and document all requests or incidents
  • Maintain a high level of Customer Satisfaction
  • Collaborate with other members of the IT Service Desk team

Education

  • ITIL Foundation certification (preferred)
  • Relevant technical degrees or certifications are a plus

Benefits

  • Medical and dental insurance
  • 401(k) plan
  • Paid time off
  • Paid holidays
To read the complete job description, please click on the ‘Apply’ button

Average salary estimate

$52500 / YEARLY (est.)
min
max
$45000K
$60000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About IT Service Desk Agent, Morgan & Morgan, P.A.

At Morgan & Morgan, we truly believe that the work we do matters to the community we serve. As an IT Service Desk Agent in our vibrant Tampa, Florida office, you will play an essential role in ensuring that our team can effectively support millions of Americans as their last line of defense against corporate injustice. Your main focus will be providing top-notch technical support to our end-users through various channels like phone, email, and chat. It will be your responsibility to respond promptly to inquiries, troubleshoot issues, and escalate concerns when necessary, all while maintaining a friendly and professional demeanor. We need someone who enjoys a fast-paced environment and has a knack for problem-solving, with at least two years of experience in a similar role. Being proficient in Microsoft Office 365 and understanding Active Directory will set you up for success in this position. A main goal will be ensuring high customer satisfaction while maintaining an impressive first call resolution rate. At Morgan & Morgan, you won't just be part of a team; you'll be part of a mission grounded in solidarity: For the People. Plus, we offer a fantastic benefits package including medical and dental insurance, paid time off, and a robust 401(k) plan. Join us and contribute to the fight for consumer rights!

Frequently Asked Questions (FAQs) for IT Service Desk Agent Role at Morgan & Morgan, P.A.
What are the primary responsibilities of an IT Service Desk Agent at Morgan & Morgan?

The primary responsibilities of an IT Service Desk Agent at Morgan & Morgan include providing frontline technical support to end-users via phone, email, and chat, troubleshooting and resolving technical problems, effectively documenting requests within our Freshservice Platform, and escalating issues as needed to maintain high levels of customer satisfaction.

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What qualifications do I need to apply for the IT Service Desk Agent position at Morgan & Morgan?

To apply for the IT Service Desk Agent position at Morgan & Morgan, you should have a minimum of two years of experience in a similar Service Desk or Helpdesk role, excellent written and verbal communication skills, strong problem-solving abilities, and familiarity with Microsoft Office 365 applications as well as basic networking concepts.

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What does the training process look like for new IT Service Desk Agents at Morgan & Morgan?

This onboarding process is designed to set you up for success as you support our important mission.

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What is the work environment like for an IT Service Desk Agent in Tampa?

The work environment for an IT Service Desk Agent at our Tampa location is collaborative and dynamic. You will be joining a rapidly growing team where communication and teamwork are vital, and everyone is focused on providing exceptional support to our end-users while embodying the mission of Morgan & Morgan: For the People.

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Are there opportunities for career advancement for IT Service Desk Agents at Morgan & Morgan?

Yes, there are ample opportunities for career advancement for IT Service Desk Agents at Morgan & Morgan. As you gain experience and prove your skills, you can explore roles in specialized IT support, management positions, and other areas within our rapidly growing firm.

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Common Interview Questions for IT Service Desk Agent
Can you describe your experience in providing technical support in an IT Service Desk environment?

When answering this question, highlight specific experiences and the tools you used. Focus on your ability to communicate effectively with end-users and provide examples of common issues you've resolved, discussing the positive outcomes that resulted.

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How do you prioritize and manage multiple support requests at once?

Discuss your organizational skills and strategies for prioritizing tasks. Mention any tools or systems you use to track support tickets and explain your approach to ensuring that the most urgent issues are addressed in a timely manner.

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How do you handle a difficult customer during a support call?

Describe your approach to maintaining professionalism and empathy, even in challenging situations. Provide an example of how you turned a negative interaction into a positive outcome by actively listening and resolving the customer's issue.

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What steps do you take in troubleshooting technical issues?

Walk the interviewer through your troubleshooting process, from identifying the problem to resolving it. Be sure to mention your documentation practices and emphasize that you always aim for a first-call resolution.

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What is your familiarity with Active Directory, and how have you used it in previous roles?

Share specific experiences where you utilized Active Directory for user account management, permissions, or troubleshooting access issues. Providing tangible examples demonstrates your knowledge and practical application.

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Can you explain your experience with Microsoft Office 365 applications?

Discuss the specific applications within Microsoft Office 365 that you're most proficient in and provide examples of how you've supported users with common issues they encounter, showing your expertise.

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What remote support tools have you used in past positions?

Enumerate the remote support tools you've worked with and share insights on how they allowed you to assist users effectively from a distance. Mention any particular challenges you faced and how you overcame them.

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How do you maintain customer satisfaction in a service desk role?

Explain the importance of communication, follow-up, and empathy in maintaining customer satisfaction. Offer examples of how you've gathered feedback and applied it to improve your service delivery.

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What do you expect to learn in this position at Morgan & Morgan?

Express your enthusiasm for personal and professional growth, specifying areas where you hope to develop your skills further, such as knowledge in ITIL best practices, advanced troubleshooting techniques, or customer service excellence.

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Why do you want to work as an IT Service Desk Agent at Morgan & Morgan?

Show your passion by discussing how your values align with the mission of Morgan & Morgan—For the People. Mention your desire to contribute to a meaningful cause and support a skilled team dedicated to making a difference.

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Founded in 1988 and headquartered in Orlando, Florida, Morgan & Morgan is a law firm that specializes in nationwide mass tort litigation. The firm handles cases including personal injury, negligence, insurance disputes, defective product suits, cl...

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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$45,000/yr - $60,000/yr
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
December 8, 2024

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