IT Service Desk Specialist II
SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, remote controlled weapons stations, and training. For over 250 years SIG SAUER, Inc. has evolved, and thrived, by blending American ingenuity, German engineering, and Swiss precision. Today, SIG SAUER is synonymous with industry-leading quality and innovation which has made it the brand of choice amongst the U.S. Military, the global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. Additionally, SIG SAUER is the premier provider of elite firearms instruction and tactical training at the SIG SAUER Academy. Headquartered in Newington, New Hampshire, SIG SAUER employs people across various U.S. locations, and global facilities across multiple regions. SIG SAUER is certified a Great Place to Work™. For more information about the company and product line visit: www.sigsauer.com.
Position Summary: The IT Service Desk Specialist II will provide advanced technical support to resolve escalated service issues. They act as a liaison between the IT Service Specialist I and senior technical teams. This mid-level role requires a strong ability to diagnose complex problems, maintain technical documentation and support systems critical to end-user productivity. The IT Service Desk Specialist II will work in a team environment collaborating with all employees, and our managed service provider (MSP).
FLSA: Exempt
Job Duties and Responsibilities:
- Resolve complex hardware, software, and networking issues escalated from IT Specialist I team members.
- Work with MSP to continuously optimize ServiceNow workflows.
- Participate in system rollouts, migrations, and other projects.
- Utilize ServiceNow and related tools for reporting, identifying incident trends, and recommending process improvements.
- Timely escalation on work stoppages.
- Implement standard configurations, security protocols, and imaging procedures. Contribute to technical documentation, including Knowledge Base articles and SOPs.
- Support organizational compliance with CMMC and DFARS requirements by adhering to cybersecurity best practices in IT support activities.
- Ensure proper handling of Controlled Unclassified Information (CUI), contribute to incident reporting protocols, and maintain awareness of evolving DoD cybersecurity standards.
- Collaborate with security and compliance teams to uphold secure service delivery in accordance with federal regulations.
- Provide mentorship and technical guidance to IT Specialist I team members.
- Engages in continuous improvement projects/tasks directed by management.
- Participate in and sustain 5S Standards.
- Must follow all required Safety and ISO procedures.
- Miscellaneous duties as assigned.
Education/Experience & Skills:
- High school diploma required, or equivalent combination of education and experience, and 3+ years of IT support experience with a focus on end-user systems. CompTIA A+, Network+, and MCP certification preferred.
- Familiar with enterprise tools such as Active Directory, SCCM, and ServiceNow.
- Skilled in partnering with global MSPs if required to close tickets.
- Familiar with ServiceNow and ITIL principles.
- Must be able to clearly, concisely, and accurately convey ideas and information to others, both verbally and in written form. Ability to communicate effectively with non-technical users.
- Strong collaboration skills.
- Meet or exceed service level agreements for ticket resolution.
- Strong problem-solving and troubleshooting skills.
Working Conditions:
- Prolonged periods of sitting at a desk and working at a computer using a keyboard and mouse performing repetitive tasks.
- Ability to open file cabinets, reach with hands and arms, bend, and twist, lift and move files.
- Ability to lift up to 25 pounds.
- Must wear required Personal Protective Equipment (PPE) where required.
- Must comply with all work exposure EH&S training requirements and adhere to SIG SAUER Inc. Security Mandates.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.
