Job Purpose:

In-office/non-remote

Acts as first line of response for all incidents and questions from Smith & Wesson employees or consultants related to technology, telephony, business applications and system access. Obtains all necessary information from user and tracks activities through case resolution. Manages all activities in accordance to company's policies, procedures and compliance standards.

Essential Duties and Responsibilities:

• Accept requests from users and enter Service Desk tickets in a timely manner.
• Interview requestors and obtain all pertinent information related to the request so that the proper resolution can be quickly achieved.
• Follow up with requestors to report status of the case and/or to ensure satisfaction with service.
• Assist users to resolve issues related to Level 1 support activities such as system access, password resets, printer issues, application usage and general technology related questions.
• Instruct users in the proper use of hardware and software and develop training materials.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Conduct diagnostics and refer to technical documents as required to resolve problems.
• Escalate complex questions or serious incidents to Level 2 support and notify supervisors, if appropriate.
• Ensure all actions comply with company's policies, procedures and compliance standards.

Additional duties and responsibilities:

• Administrative record keeping and management reporting of IT metrics and compliance controls.
• Read trade magazines and technical manuals and attend conferences and seminars to maintain knowledge of hardware and software.
• Assist co-workers engaged in problem-solving, monitoring, and installing data communication equipment and software.

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

Education and Experience:

• Associates Degree preferred
• 1 to 3 years' experience in IT related field.
• Professional communications skills, both oral and written, with previous call center experience a plus.

Competencies and Skills:

• Good command of the English language in both verbal and written skills
• Competent in basic computer skills including use of desktop software, hardware components, networking and problem solving.
• Team player in a fast paced, customer focused service department.
• ITIL Service Delivery Foundation certification is required within 6 months of employment.

Physical Demands:

• Occasional: bending, kneeling, squatting, standing, walking, reaching, overhead reaching, and fine motor skills.
• Maximum lifting: to 30 pounds
• Frequent lifting: 5 to 20 pounds
• Occasional lifting: 20 to 30 pounds.

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment and Personal Protective Equipment:

Within the Smith & Wesson manufacturing facility, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards.

The following Personal Protective Equipment is required:

• Safety glasses with side shields and hearing protection required when on manufacturing floor. The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear.

Revised 5.20.2026