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Service Desk Agent Ii Jobs (NOW HIRING)

ASM Research

Service Desk Agent II

$17.50 - $22.25/hr

Associate's degree in IT, Computer Science, or a related field, or equivalent relevant work experience. * 4-7 years of experience in IT support, service desk, or help desk roles providing direct end ...

ASM Research

Service Desk Agent II

Portland, OR · On-site

$18 - $23/hr

Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding ...

Analygence

Service Desk Agent

Arlington, VA · On-site

$19.50 - $25/hr

Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA. CISA is supported by a 24/7 Service Desk (SD) section that works directly with the NCR and PNS ...

Analygence

Service Desk Agent

Arlington, VA · On-site

$19.50 - $25/hr

Description Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in ... Must have three years of related experience including minimum 2 years working directly with ...

Tamus

Help Desk Agent II

Commerce, TX · On-site

$15.75 - $20.25/hr

Job Title Help Desk Agent II Agency East Texas A&M University Department Chief Information Officer ... All documents must be electronically submitted through the Texas A&M Online Employment Services ...

Tamus

Help Desk Agent II

Commerce, TX · On-site

$15.75 - $20.25/hr

Job Title Help Desk Agent II Agency East Texas A&M University Department Chief Information Officer ... All documents must be electronically submitted through the Texas A&M Online Employment Services ...

Texas A&M University System

Help Desk Agent II

Commerce, TX · On-site

$15.75 - $20.25/hr

Job Title Help Desk Agent II Agency East Texas A&M University Department Chief Information Officer ... All documents must be electronically submitted through the Texas A&M Online Employment Services ...

AboveAir Technologies

Service Desk Agent

Frederick, MD · On-site

$18 - $21/hr

Service Desk Agent AboveAir Technologies - Frederick, MD Company Overview AboveAir Technologies ... * 2+ years of experience in customer service, call center environment, sales support in a ...

Omniscius Consulting

Service Desk Agent

Morgantown, WV · On-site

$17.50 - $22.50/hr

Our client is seeking qualified Service Desk Agents to provide Tier I and Tier II technical support services in a fast-paced help desk environment. The Service Desk Agent will support agency ...

Compunnel, Inc.

Service Desk Agent

Columbus, OH

$16.50 - $21/hr

Job Summary The Service Desk Agent serves as the first point of contact for users calling the ... Two to five years of related work experience in a complex, high-tech, fast-paced environment * High ...

CMA Technology Solutions

Service Desk Agent

$17.50 - $22.25/hr

Job Summary : CMA Technology Solutions is seeking a Service Desk Agent to handle first level ... require level 2 support in a timely fashion to prevent breech of SLA. • Work with all team ...

STI

IT Service Desk Agent

Charlotte, NC · On-site

$16.50 - $21.25/hr

The candidate will be required to work onsite at least two days a week in Charlotte, NC. Duration: 9+ Months Typical Experience: 12-36 months Description: The IT Service Desk Agent I will provide ...

Fotona

Service Desk Agent - (Irving, TX)

Irving, TX · On-site

$15.75 - $20/hr

The Service Desk Agent will be a key team player for the Service Department, providing support to our customers around the US. The Service Desk Agent will receive, screen, respond to, and distribute ...

InfiCare Technologies

Service Desk Agent

Dallas, TX · On-site

$16.75 - $21.50/hr

Service Desk Agent Location: Dallas, TX (Onsite Role) Contract Role Duration: 6 Months Job Summary: * We are looking for experienced, customer-focused Contact Center Representatives to join a ...

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Service Desk Agent Ii information

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$27

How much do service desk agent ii jobs pay per hour?

As of Jun 15, 2026, the average hourly pay for service desk agent ii in the United States is $19.70, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $20.91 per hour, depending on experience, location, and employer.

How does a Service Desk Agent II typically handle escalated technical issues, and what support is available when facing complex problems?

As a Service Desk Agent II, you will often be the first point of escalation for more complex technical issues that entry-level agents cannot resolve. You are expected to conduct advanced troubleshooting, document solutions, and sometimes work directly with specialists or higher-tier support teams. Collaboration is key; you’ll have access to knowledge bases, experienced colleagues, and escalation procedures to assist with particularly challenging cases. Continuous learning and strong communication skills are vital in this role, as you’ll bridge the gap between users and more specialized IT staff.

What are the key skills and qualifications needed to thrive as a Service Desk Agent II, and why are they important?

To thrive as a Service Desk Agent II, you need a solid understanding of IT support principles, troubleshooting, and customer service, often supported by experience in technical support and a relevant associate’s degree or certifications like CompTIA A+. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and knowledge base platforms is typically required. Strong communication skills, patience, and the ability to manage multiple priorities effectively help agents excel in assisting users and resolving issues efficiently. These skills ensure timely and effective technical support, leading to improved user satisfaction and smooth business operations.

What are Service Desk Agent II?

A Service Desk Agent II is a mid-level IT support professional who assists employees or customers with technical issues related to computer systems, software, and hardware. They handle more complex problems than entry-level agents and may escalate unresolved issues to specialized teams. Their responsibilities often include troubleshooting, providing guidance, documenting incidents, and ensuring that IT services run smoothly. Service Desk Agent II roles require strong communication skills, technical knowledge, and experience with help desk tools.

What is the difference between Service Desk Agent Ii vs Service Desk Technician?

AspectService Desk Agent IiService Desk Technician
CertificationsCompTIA A+, HDI-SCA, ITIL FoundationCompTIA A+, HDI-SCA, ITIL Foundation
Work EnvironmentHelp desk, call center, remote supportHelp desk, on-site support, remote
Employer & IndustryIT service providers, corporate IT departmentsIT support teams, corporate and MSPs
Search & Comparison IntentYesYes

The Service Desk Agent Ii and Service Desk Technician roles share similar certifications, work environments, and industry usage. The main difference often lies in the scope of responsibilities, with Service Desk Agent Ii typically focusing on initial support and troubleshooting, while Service Desk Technicians may handle more complex technical issues. Both roles are essential in IT support teams and are frequently compared by job seekers and employers alike.

More about Service Desk Agent Ii jobs
What job categories do people searching Service Desk Agent Ii jobs look for? The top searched job categories for Service Desk Agent Ii jobs are:
Service Desk Agent Ii jobs near you
Infographic showing various Service Desk Agent Ii job openings in the United States as of June 2026, with employment types broken down into 17% Full Time, 73% Part Time, and 10% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $40,985 per year, or $19.7 per hour.
IT Service Desk Agent II

IT Service Desk Agent II

The Scotts Miracle Gro Company

Belle Chasse, LA • On-site

$16.50 - $21/hr

Full-time

This job post has expired today. Applications are no longer accepted.

ScottsMiracle-Gro rating

7.2

Company rating: 7.2 out of 10

Based on 56 frontline employees who took The Breakroom Quiz

333rd of 518 rated manufacturers

Job description

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.

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