IT Service Desk Specialist II

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

9h•Onsite

About The Position

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).

Requirements

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.
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.

Nice To Haves

CompTIA A+, Network+, and MCP certification preferred.

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.