IT Service Desk Specialist II

SIG SAUER Careers • Tualatin, OR

2d

About The Position

The IT Service Desk Specialist II provides advanced technical support and resolves escalated service issues, serving as a liaison between IT Service Specialist I team members and senior technical teams. This mid-level position diagnoses complex problems, maintains technical documentation, and supports systems critical to end-user productivity. The specialist works collaboratively with employees and the company’s managed service provider (MSP).

The role supports secure service delivery and organizational compliance with CMMC and DFARS requirements. It includes properly handling Controlled Unclassified Information (CUI), following incident-reporting protocols, staying aware of evolving Department of Defense cybersecurity standards, and collaborating with security and compliance teams. The position is classified as exempt.

Requirements

• High school diploma or equivalent combination of education and experience.
• At least 3 years of IT support experience, focused on end-user systems.
• Familiarity with enterprise tools such as Active Directory, SCCM, and ServiceNow.
• Ability to partner with global MSPs, when required, to close tickets.
• Familiarity with ServiceNow and ITIL principles.
• Ability to communicate ideas and information clearly, concisely, and accurately, verbally and in writing.
• Ability to communicate effectively with non-technical users.
• Strong collaboration skills.
• Strong problem-solving and troubleshooting skills.
• Ability to sit for prolonged periods and work at a computer using a keyboard and mouse while performing repetitive tasks.
• Ability to open file cabinets, reach with hands and arms, bend and twist, and lift and move files.
• Ability to lift up to 25 pounds.
• Must wear required PPE where required.
• Must comply with work exposure EH&S training requirements and SIG SAUER Inc. Security Mandates.

Nice To Haves

• CompTIA A+ certification.
• CompTIA Network+ certification.
• MCP certification.

Responsibilities

• Resolve complex hardware, software, and networking issues escalated by IT Specialist I team members.
• Work with the MSP to continuously optimize ServiceNow workflows.
• Participate in system rollouts, migrations, and other projects.
• Use ServiceNow and related tools for reporting, identifying incident trends, and recommending process improvements.
• Escalate work stoppages in a timely manner.
• Implement standard configurations, security protocols, and imaging procedures.
• Contribute to technical documentation, including Knowledge Base articles and SOPs.
• Support compliance with CMMC and DFARS requirements by following cybersecurity best practices in IT support activities.
• Ensure proper handling of 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.
• Mentor and provide technical guidance to IT Specialist I team members.
• Engage in continuous-improvement projects and tasks directed by management.
• Participate in and sustain 5S Standards.
• Follow required safety and ISO procedures.
• Perform miscellaneous duties as assigned.
• Meet or exceed service-level agreements for ticket resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED