IT Service Desk Agent

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. From attorneys in all 50 states, to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6,000 employees are all united by one mission:
For the People.

Job Title: IT Service Desk Agent

Location: Longwood, FL

Job Type: Full-time

We are seeking a highly motivated and skilled IT Service Desk Agent to join a rapidly growing team located in the Longwood office. The successful candidate will be responsible for providing technical support to end‑users via phone calls, email, and chat. The IT Service Desk Agent will respond to inquiries, troubleshoot problems, and provide resolution or escalation as required.

• 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 Fresh service 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

• 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

• Experience with VMWare Horizon Virtual Desktops
• Experience with Salesforce
• Experience with remote support tools

Morgan & Morgan offers an excellent benefits package for full‑time employees, including medical and dental insurance, a 401(k) plan, paid time off, and paid holidays.

Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This employer participates in E‑Verify and will provide the federal government with Form I‑9 to confirm that the applicant is authorized to work in the U.S. If E‑Verify cannot confirm that the applicant is authorized to work, the employer will give written instructions and contact information for the Department of Homeland Security (DHS) or Social Security Administration (SSA) to resolve the issue before employment can begin.