IT Service Desk Specialist I

GENERAL ROBOTICS (a SIG SAUER Company)•Portsmouth, NH

12h•Onsite

About The Position

The IT Service Desk Specialist I will deliver on-site technical support to users across SIG SAUER locations. They provide essential assistance for hardware setup, software support, and routine technical issues. This is an entry-level position that requires a willingness to grow in a structured IT environment. The IT Service Desk Specialist I will work in a team environment collaborating with all employees, and our managed service provider (MSP).

Requirements

High School diploma required, or equivalent combination of education and experience.
0–2 years of experience in IT support or helpdesk roles.
Familiar with CMMC/DFARS information security requirements.
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.
Proven ability to work effectively within cross-functional IT teams.
Aspire to meet all ticket SLAs.
Strong problem-solving skills.

Nice To Haves

Industry-recognized IT certifications (e.g., CompTIA A+) preferred.

Responsibilities

Serve as a key support resource for local and regional issues.
Provide hands-on, deskside support for desktops, laptops, printers, and mobile devices.
Respond to and resolve routine incidents related to user access, software installations, and peripheral support.
Collaborate with IT Specialist II and Sr. Specialists during large-scale projects or rollouts.
Log, work and close support tickets in ServiceNow and ensure timely escalation when required.
Partner with MSP on basic ticket handoffs and initial triage.
Assist in imaging, deploying, and reclaiming end-user devices.
Follow documented SOPs and support ITIL-based workflows in ServiceNow.
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.
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.