IT Service Desk Agent

Description

The company is a personal injury law firm with more than 6,000 staff across all 50 states, working on consumer rights cases.

You will join the IT Service Desk team at the Longwood office, which is growing quickly.

You will give technical help to end users by phone, email and chat, answering their questions, fixing problems and passing on issues that need escalation.

Responsibilities

• Give frontline technical support to end users by phone, email and chat
• Reply to requests promptly and professionally
• Troubleshoot technical problems and resolve them, or escalate when needed
• Log every request and incident in the Freshservice platform
• Keep customer satisfaction high
• Keep the First Call Resolution rate high
• Work with your colleagues on the IT Service Desk team
• Carry out other duties as assigned

Requirements

• At least 2 years of experience in a service desk or helpdesk role
• Strong written and verbal communication skills
• Strong problem-solving skills
• Ability to juggle several tasks and set priorities in a fast-moving setting
• Working knowledge of Active Directory
• Proficiency in Microsoft Office 365 applications
• Experience recording every step of troubleshooting and resolving issues accurately
• Familiarity with basic networking concepts
• Willingness to work flexible hours, including weekends and holidays
• Preferred: experience with VMware Horizon virtual desktops
• Preferred: experience with Salesforce
• Preferred: ITIL Foundation certification
• Preferred: experience with remote support tools

Conditions

Full-time position

Equal opportunity employer

Benefits

• Medical and dental insurance
• 401(k) plan
• Paid time off and paid holidays