IT Service Desk Specialist I

IT Service Desk Specialist I

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 has over 3,400 employees across sixteen U.S. locations in three states, and four additional global facilities. 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 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).

FLSA: Non-Exempt

Job Duties and 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.

Education/Experience & Skills:

• High School diploma required, or equivalent combination of education and experience. Industry-recognized IT certifications (e.g., CompTIA A+) preferred. - 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.

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.