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.

Responsibilities

- Provide 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.

Qualifications

- High 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 Statement

Scotts Miracle‑Gro is an EEO Employer, dedicated to a culturally diverse, drug‑free workplace.

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