Overview
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!
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.
- 0 - 2 Years of experience preferred.
- 1 - 2 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.
Additional Information
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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.
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