IT Service Desk Specialist
hace 2 semanas
Job Summary
We are seeking a skilled IT Service Desk Agent II to provide frontline technical support to end-users, troubleshoot hardware and software issues, and escalate complex problems as needed.
Key Responsibilities
- Provide technical support to end-users, troubleshooting 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.
Requirements
- Associate's Degree, or equivalent experience in Information Technology, Computer Science, or a related field.
- CompTIA A+ or greater, CompTIA Security+ or greater.
- 4 - 7 Years of experience preferred.
- Moderate to advanced experience in IT Service Desk or related role.
- Intermediate to advanced troubleshooting skills.
- Proficiency in utilizing ServiceNow or similar platform.
- Effective collaboration skills.
- Advanced in English for effective verbal and written communication.
About Us
The Scotts Miracle-Gro Company is an EEO Employer, dedicated to a culturally diverse, drug-free workplace.
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