IT Experience Services Specialist II

Penumbra•Roseville, CA

5d•$29 - $42•Onsite

About The Position

The IT Experience Services Specialist II is an advanced technical resource on the IT Experience Services team, providing high-quality, white-glove end-user support through Talkdesk and Microsoft Teams phone support, Microsoft Teams chat, and ServiceNow incident and request management. The role independently resolves complex issues, manages escalations, and handles non-standard or out-of-scope requests requiring advanced troubleshooting, coordination, and technical judgment. The specialist supports employees with PC, Mac, and mobile devices; local and SaaS applications; and network and enterprise IT services. Support covers corporate offices and manufacturing facilities, where the specialist provides on-site and remote assistance to minimize production disruption and comply with IT and security standards in regulated environments. The role diagnoses and resolves advanced incidents, coordinates hardware deployment and configuration, performs hardware repairs, documents and manages escalations in ServiceNow, identifies trends and systemic issues, and recommends process improvements. The position also contributes to cross-functional and global IT projects, supports manufacturing IT operations, coordinates external service providers, and mentors Tier I support staff. It participates in an on-call rotation for urgent issues outside regular hours and helps maintain operational excellence, business continuity in manufacturing environments, and reliable technology experiences for internal clients across global locations. The specialist must adhere to the Company's Quality Management System and applicable quality, security, privacy, and compliance requirements.

Requirements

Associate of Arts degree with at least 2 years of IT support experience, or an equivalent combination of education and experience.
Basic understanding of Windows Active Directory, Group Policy, DNS, DHCP, RDP, networking protocols, printing, and management of user accounts, distribution lists, and security groups.
Working knowledge of VMware or other virtual server environments.
High proficiency with standard office software tools (Microsoft Office and Mac), AV applications, VPN, and Wi-Fi.
Familiarity with remote systems management and configuration tools such as Microsoft SCCM for software deployment, remote PC access, and troubleshooting.
Effective problem-solving and troubleshooting skills.
Strong interpersonal communication skills, accuracy, and attention to detail.
Ability to multitask and prioritize assignments while handling multiple projects with discretion and judgment.
Working knowledge of Windows Server operating systems, such as Windows Server 2008 and Windows Server 2012.
Working knowledge of email administration, such as MS Outlook.
Resilience in the face of continual change and ability to handle high demands and unfamiliar situations.
Familiarity with Microsoft Copilot, ServiceNow Virtual Agent, or similar AI-assisted ITSM tools.
Experience using ServiceNow ITSM for incident and request management.
Willingness and ability to work on site.
Ability to lift and move up to 20 pounds, move between buildings and floors, remain stationary and use standard office equipment for extended periods, access office supplies or file cabinets, read and prepare emails and documents, produce spreadsheets, and communicate and exchange accurate information with employees at all levels.

Nice To Haves

Microsoft certifications.
ITIL Foundation certification.
Prior experience working within ServiceNow.
Experience in manufacturing, medical device, pharmaceutical, biotech, or another regulated industry.

Responsibilities

Provide solutions to technical issues for in-scope IT services.
Maintain the IT ticketing system and ensure open tickets are resolved or escalated within defined SLAs.
Coordinate and respond to incoming IT service requests through the service portal, email, chat, phone, and walk-in channels.
Coordinate new PC builds, break/fix work, and deployments for production lines and end users.
Triage incoming requests and route service requests appropriately.
Maintain inventory of laptops, desktops, and other personal computing devices, and recommend purchases based on anticipated needs.
Assist with other IT projects as needed and participate in global IT projects when required.
Manage user and computer accounts for the domain and IT services.
Use AI tools such as Microsoft Copilot to improve service efficiency, reduce manual effort, and enhance user experience.
Coordinate day-to-day operations for external service providers managed by IT.
Participate in the on-call rotation to support urgent IT issues outside regular hours.
Adhere to the Company's Quality Management System and applicable domestic and global quality regulations, standards, and procedures.
Follow applicable security, privacy, and compliance principles, regulations, standards, and procedures.
Ensure other department members follow applicable QMS requirements, regulations, standards, and procedures.
Perform other work-related duties as assigned.
Provide on-site and remote technical assistance for manufacturing facilities and help minimize disruption to production operations.
Diagnose and resolve advanced technical incidents; coordinate hardware deployment and configuration; and perform hardware repairs.
Document and manage escalations in ServiceNow, identify systemic issues and trends, and recommend process improvements.
Provide mentorship and guidance to Tier I support staff.

Benefits

Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Accidental death and dismemberment insurance.
Short- and long-term disability insurance.
401(k) with employer match.
Paid parental leave.
Eleven paid company holidays per year.
A minimum of fifteen days of accrued vacation per year, increasing with tenure.
Paid sick time in compliance with applicable laws.
Collaborative teamwork environment with ongoing learning and performance recognition.