IT Litify Support Tech
Morgan & Morgan, a leading personal injury law firm, is seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join our rapidly growing team in Tampa, Florida. This role is integral to our mission of providing exceptional legal services by ensuring seamless operation and support of our Salesforce platform.
The IT Salesforce Service Desk Agent will provide frontline technical support to end-users via phone calls, email, and chat, focusing on Salesforce-related issues. Responsibilities include responding to and resolving technical problems, escalating complex issues to higher-level support or development teams when necessary, and collaborating with Salesforce Administrators, Developers, and other IT teams to deliver comprehensive solutions. The agent will also create and update knowledge base articles and user guides for common Salesforce issues, maintain a high First Call Resolution rate, and assist in training end-users on Salesforce features and best practices.
The ideal candidate will have a minimum of 2 years of experience in a Service Desk or Helpdesk role, with strong problem analysis and problem-solving skills. Excellent written and verbal communication skills are essential, along with exceptional customer service and interpersonal abilities to work effectively with end-users at all technical levels. Proficiency in Microsoft Office 365 applications, knowledge of Active Directory functionality, and familiarity with basic networking concepts are required. The candidate should be resourceful, well-organized, highly dependable, efficient, and detail-oriented, with the ability to multitask, prioritize, and adapt in a fast-paced environment.
Preferred qualifications include 1-2 years of experience supporting Salesforce, knowledge of configuring Salesforce functions such as custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports, and dashboards. Experience with Salesforce Service Clouds, Salesforce Lightning interface, API integrations, and Salesforce AppExchange solutions is advantageous. Familiarity with ITSM platforms such as Freshservice, experience with VMWare Horizon Virtual Desktops, ITIL Foundation certification, and experience with remote support tools are also desirable.
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. Joining our team provides an opportunity to contribute to a firm dedicated to protecting the people, not the powerful, and to grow within a supportive and dynamic environment.