IT Service Desk Agent II

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.

Ready to Apply?

Submit your application today and join our talented team at Hawthorne Gardening Co..

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