IT Service Desk Specialist II
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 Desk Specialist I team members and senior technical teams. This mid-level role 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 also supports cybersecurity and regulatory compliance, including requirements related to CMMC, DFARS, and the handling of Controlled Unclassified Information (CUI).
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 needed to close tickets.
- Familiarity with ServiceNow and ITIL principles.
- Ability to communicate ideas and information clearly, concisely, and accurately, verbally and in writing, including communicating effectively with non-technical users.
- Strong collaboration skills.
- Ability to meet or exceed service-level agreements for ticket resolution.
- Strong problem-solving and troubleshooting skills.
- Ability to perform prolonged periods of sitting and computer work, including repetitive keyboard and mouse tasks.
- Ability to open file cabinets, reach with hands and arms, bend, twist, and lift and move files.
- Ability to lift up to 25 pounds.
- Must wear required Personal Protective Equipment (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 to produce reports, identify incident trends, and recommend 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 standard operating procedures.
- Support organizational compliance with CMMC and DFARS requirements by following cybersecurity best practices in IT support activities.
- Handle CUI appropriately, contribute to incident reporting protocols, and maintain awareness of evolving DoD cybersecurity standards.
- Collaborate with security and compliance teams to support secure service delivery in accordance with federal regulations.
- Provide mentorship and technical guidance to IT Specialist I team members.
- Participate 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
