We are looking for a IT Service Desk Agent II to join our team.
This role provides frontline technical support to end-users, troubleshooting hardware and software issues, and escalating complex problems as needed.ResponsibilitiesProvide first‐line technical support to end‐users via phone, email, or chat.Troubleshoot and resolve hardware and software issues efficiently.Escalate complex technical issues to senior support staff or relevant teams.Support users through the resolution of self‐service or agent‐created incidents.Properly categorize and prioritize incidents in ServiceNow.Monitor and track the resolution progress, ensuring timely updates to users.Escalate incidents to Tier 2/3 teams as applicable and in accordance with documented policies.Assist with the submission of service requests for end‐users,



either through self‐service promotion or on behalf of users as applicable.Provide updates to service requests for users as requested.Escalate service requests for users in accordance with task escalation policy.Document troubleshooting procedures and solutions for common issues in knowledge articles.Continuously update documentation to reflect changes in systems and processes.QualificationsHigh School (HS) or General Equivalency Diploma (GED).
Desired: CompTIA A+ or greater, CompTIA Security+ or greater.2‐5 years of experience preferred.2‐4 years of experience in an IT Service Desk or related role.Basic troubleshooting skills.Proficiency in utilizing ServiceNow or a similar platform.Effective collaboration skills.Advanced English for effective verbal and written communication.EEO StatementScotts Miracle‐Gro is an EEO Employer, dedicated to a culturally diverse, drug‐free workplace.
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