LOCATION(s): Orlando, FL, Brooklyn, NY or Tampa, FL is preference OR any physical Morgan & Morgan office

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Job Title: IT Field Services Technician

Location: Detroit, MI

Job Type: Full-time

Job Summary:

The IT Field Services Technician will be responsible for delivering white-glove support to employees in their office/region and across the firm’s 6000+ employees nationwide. This role includes providing both in-person and remote support as well as maintaining, installing, and configuring all IT hardware within their assigned region. Additionally, the Technician will ensure that all IT-managed spaces, including conference rooms, printer stations, and IT storage areas, are organized, secure, and well-maintained. As the person responsible for one or more office sites, be aware and familiar with other systems and company groups to resolve or escalate office related issues.

This role also requires travel within the assigned region and, when necessary, to other firm locations to provide on-site support. The Technician will act as smart hands on-site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations as needed.

Responsibilities:

• Provide friendly, professional on-site support to users in their assigned region(s).
• Create, monitor, track, schedule, update, and close tickets within SLA.
• Act as a Tier 3 level agent responding to and resolving tickets escalated from the Service Delivery teams.
• Proactive support of IT related projects, including coordination of all local technology solutions as the SME and the IT point of contact.
• Collaborate with vendors to resolve issues as necessary.
• Maintain, organize, and order stock of IT hardware within their region.
• Establish and build relationships with local leadership and staff and seek solutions to improve their daily workflow.
• Ensure proper cable management and organization of IT-managed spaces, including conference rooms, printer stations, and IT storage areas.
• Regularly inspect and maintain the physical appearance of IT workspaces to ensure a neat, professional, and secure environment.
• Implement and enforce best practices for IT equipment storage, labeling, and organization.
• Ensure IT closets and storage areas are well-kept, accessible, and securely managed.
• Travel within the assigned region and to other firm locations as needed to provide on-site support.
• Act as smart hands on-site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations.

Qualifications:

• 2+ years of experience in an IT Service Desk or Field Services role.
• Experience in Office 365 and Active Directory Services.
• Basic understanding of networking and wiring configurations.
• Preferred experience working with Freshservice, Salesforce, and Microsoft Office 365.
• Ability to assist others with complex issues in a professional manner.
• Strong ability to manage and prioritize incidents, requests, and tasks.
• Strong problem analysis and problem-solving skills.
• Excellent written and verbal communication skills.
• Highly resourceful, well-organized, dependable, efficient, and detail oriented.
• Strong desire to learn and grow both IT and office support skills to deliver high quality results for our clients and partners
• Commitment to maintaining a professional and orderly IT work environment, ensuring IT-managed spaces are neat, secure, and well-maintained.

If you are customer-focused, technically adept, and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity.

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Job Title: IT Service Desk Agent

Location: Tampa, FL

Job Type: Full-time

Summary

We are seeking a highly motivated and skilled IT Service Desk Agent to join a rapidly growing team located in our Tampa 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.

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

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff.  For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.

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Job Title: IT Field Services Technician

Location: Las Vegas, NV

Job Type: Full-time

Job Summary:

The IT Field Services Technician will be responsible for delivering white-glove support to employees in their office/region and across the firm’s 6000+ employees nationwide. This role includes providing both in-person and remote support as well as maintaining, installing, and configuring all IT hardware within their assigned region. Additionally, the Technician will ensure that all IT-managed spaces, including conference rooms, printer stations, and IT storage areas, are organized, secure, and well-maintained. As the person responsible for one or more office sites, be aware and familiar with other systems and company groups to resolve or escalate office related issues.

This role also requires travel within the assigned region and, when necessary, to other firm locations to provide on-site support. The Technician will act as smart hands on-site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations as needed.

Responsibilities:

• Provide friendly, professional on-site support to users in their assigned region(s).
• Create, monitor, track, schedule, update, and close tickets within SLA.
• Act as a Tier 3 level agent responding to and resolving tickets escalated from the Service Delivery teams.
• Proactive support of IT related projects, including coordination of all local technology solutions as the SME and the IT point of contact.
• Collaborate with vendors to resolve issues as necessary.
• Maintain, organize, and order stock of IT hardware within their region.
• Establish and build relationships with local leadership and staff and seek solutions to improve their daily workflow.
• Ensure proper cable management and organization of IT-managed spaces, including conference rooms, printer stations, and IT storage areas.
• Regularly inspect and maintain the physical appearance of IT workspaces to ensure a neat, professional, and secure environment.
• Implement and enforce best practices for IT equipment storage, labeling, and organization.
• Ensure IT closets and storage areas are well-kept, accessible, and securely managed.
• Travel within the assigned region and to other firm locations as needed to provide on-site support.
• Act as smart hands on-site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations.

Qualifications:

• 2+ years of experience in an IT Service Desk or Field Services role.
• Experience in Office 365 and Active Directory Services.
• Basic understanding of networking and wiring configurations.
• Preferred experience working with Freshservice, Salesforce, and Microsoft Office 365.
• Ability to assist others with complex issues in a professional manner.
• Strong ability to manage and prioritize incidents, requests, and tasks.
• Strong problem analysis and problem-solving skills.
• Excellent written and verbal communication skills.
• Highly resourceful, well-organized, dependable, efficient, and detail oriented.
• Strong desire to learn and grow both IT and office support skills to deliver high quality results for our clients and partners
• Commitment to maintaining a professional and orderly IT work environment, ensuring IT-managed spaces are neat, secure, and well-maintained.

If you are customer-focused, technically adept, and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity.

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Job Title: IT Salesforce Service Desk Agent

Location: Tampa, FL

Job Type: Full-time

Job Summary:

We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in Miami, FL. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshooting and resolving issues, and ensuring an exceptional customer experience.  The agent will also collaborate with Salesforce admins and other IT teams to deliver comprehensive solutions.

Responsibilities:

• Provide frontline Salesforce technical support to end-users via phone calls, email, and chat
• Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform.
• Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or provide feedback on system improvements.
• Create and update knowledge base articles and user guides for common Salesforce issues.
• Respond to inquiries in a timely and professional manner while maintaining a high level of customer satisfaction.
• Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
• Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary.
• Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform.
• Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time.
• Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment.
• Assist in training end-users on Salesforce features, best practices, and new updates.
• Stay current on Salesforce platform updates, releases, and best practices.
• Perform other duties as assigned.

Requirements:

• Minimum of 2 years of experience in a Service Desk\Helpdesk Role.
• Strong problem analysis and problem-solving skills.
• Excellent written and verbal communication skills.
• Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Knowledge and understanding of Active Directory functionality.
• Proficient in Microsoft Office 365 applications.
• Experience documenting all aspects of troubleshooting and issue resolution.
• Familiarity with basic networking concepts.
• Willingness to work flexible hours, including weekends and holidays.
• Resourceful, well organized, highly dependable, efficient and detail oriented.

Preferred Qualifications:

• 1-2 years of experience supporting Salesforce
• Knowledge of configuring Salesforce functions including but not limited to, custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards.
• Experience working with Salesforce Service Clouds is a plus
• Experience working with Salesforce Lightning interface.
• Knowledge of API integrations and Salesforce AppExchange solutions
• Familiarity with other ITSM platforms such as Freshservice.
• Experience with VMWare Horizon Virtual Desktops.
• ITIL Foundation certification.
• Experience with remote support tools.

If you are customer-focused, technically adept, and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity.

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