IT Experience Services Specialist II

Penumbra • Roseville, CA

3d • Onsite

About The Position

The IT Experience Services Specialist II is an advanced technical resource on the IT Experience Services team, delivering high-quality, white-glove end-user support across phone, chat, and ServiceNow channels. The role independently resolves complex issues, manages escalations, and handles non-standard requests requiring advanced troubleshooting, coordination, and technical judgment. It supports PC, Mac, and mobile devices; local and SaaS applications; and network and enterprise IT services for corporate offices and manufacturing facilities, onsite and remotely. Support in manufacturing environments is intended to minimize production disruption and follow applicable IT and security standards.

The specialist diagnoses and resolves advanced incidents; coordinates hardware deployment and configuration; performs hardware repairs; documents and manages escalations in ServiceNow; identifies recurring issues and recommends process improvements; and participates in cross-functional IT projects and manufacturing IT operations. The position also mentors Tier I staff and works with other IT functions to maintain operational excellence, business continuity, and reliable technology experiences across global locations.

Requirements

• Associate degree and 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 and remote PC connection and troubleshooting.
• Effective problem-solving and troubleshooting skills.
• Strong interpersonal communication skills, accuracy, and attention to detail.
• Ability to multitask and prioritize assignments while working on multiple projects, using 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 onsite.
• Ability to lift and move up to 20 pounds, move between buildings and floors, and remain stationary while using a computer or other standard office equipment for extended periods.
• Ability to read, prepare emails, produce documents and spreadsheets, access file cabinets or supplies, and communicate and exchange accurate information with employees at all levels.

Nice To Haves

• Microsoft and ITIL Foundation certifications, or 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.
• Triage incoming requests and identify appropriate service-request routing.
• Coordinate new PC builds, break/fix work, and deployments for production lines and end users.
• Maintain inventory of laptops, desktops, and other personal computer devices, and recommend purchases based on anticipated needs.
• 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 as a Global IT member and contribute to global projects when needed.
• Participate in the on-call rotation to support urgent IT issues outside regular hours.
• Follow the Company’s Quality Management System and applicable domestic and global quality-system 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.
• Assist with other IT projects and perform other work-related duties as assigned.
• Diagnose and resolve advanced technical incidents involving computers, mobile devices, applications, networks, and enterprise IT services.
• Coordinate hardware deployment and configuration, perform hardware repairs, and manage escalations in ServiceNow.
• Identify systemic issues and trends and recommend process improvements.
• Provide on-site and remote support for manufacturing IT operations while minimizing disruption to production.
• Provide mentorship and guidance to Tier I support staff.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Short- and long-term disability insurance
• 401(k) with employer match
• Paid parental leave
• Eleven paid company holidays per year
• At least 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree