IT Service Desk Agent II

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

We are looking for a IT Service Desk Agent II who will join our  team.

The role of the IT Service Desk Agent II plays a crucial role in providing frontline technical support to end-users, troubleshooting hardware and software issues, and escalating complex problems as needed. They are responsible for incident management, logging and prioritizing incidents, and tracking their resolution to ensure minimal disruption to business operations. Additionally, they utilize and maintain documentation through knowledge articles to empower users and facilitate self-service. They provide support with a focus on ensuring efficient service delivery and user satisfaction.

In this role you will:

 Technical Support
 • 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.

Incident Management
 • 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.

Service Request Management
 • 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.

Knowledge Management
 • Document troubleshooting procedures and solutions for common issues in knowledge articles.
 • Continuously update documentation to reflect changes in systems and processes.

What you'll need to be successful:
• High School (HS) or General Equivalency Diploma (GED)
• Desired: CompTIA A+ or greater, CompTIA Security+ or greater

• 2 - 5 Years of experience prefered

• 2 - 4 years experience in an IT Service Desk or related role

• Basic troubleshooting skills

 • Proficiency in utilizing ServiceNow or similar platform
 • Effective collaboration skills
 • Advanced in English for effective verbal and written communication

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent communities.

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

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.