The IT Experience Services Specialist II serves as an advanced technical resource within the IT Experience Services team, providing high-quality end-user support and ensuring a white glove service experience across all communication channels, including Talkdesk & Microsoft Teams phone support, Microsoft Teams chat, and ServiceNow incident and request management.
This role independently resolves complex issues, manages escalations, and handles out-of-scope or non-standard requests that require advanced troubleshooting, coordination, and technical judgment.
The IT Experience Services Specialist II supports employees with IT issues involving PC, Mac, and mobile devices; local and SaaS applications; and network and enterprise IT services. In addition to supporting corporate offices, this role provides on-site and remote technical assistance for manufacturing facilities, ensuring minimal disruption to production operations and adherence to IT and security standards in regulated environments.
Key responsibilities include diagnosing and resolving advanced technical incidents, coordinating hardware deployment and configuration, performing hardware repairs, documenting, and managing escalations in ServiceNow, identifying systemic issues and trends, and recommending process improvements.
The role also participates in cross-functional IT projects, supports manufacturing IT operations, and provides mentorship and guidance to Tier I support staff.
Working closely with other IT functions, the IT Experience Services Specialist II plays a key role in maintaining operational excellence, ensuring business continuity in manufacturing environments, and delivering seamless, reliable technology experiences for internal clients across all global locations.
Specific Duties and Responsibilities
Provide solutions to technical issues for in-scope IT Services
Maintain the IT ticketing system ensuring that open tickets are resolved or escalated within defined SLAs
Coordinate and respond to incoming IT Service Requests across multiple real-time intake channels (service portal, e-mail, chat, phone, walk-in)
Coordinate new PC builds/break fixes/deployments for both production lines and end users.
Effectively triage incoming requests, including identification of appropriate routing for a service request
Maintain inventory of laptops, desktops, and other personal computer devices; recommend purchases based on anticipated needs
Assist with other IT projects as needed.
Manage user and computer accounts for the domain and IT services
Leverage AI tools (e.g., Microsoft Copilot) to improve service efficiency, reduce manual effort, and enhance user experience
Coordinate day-to-day operations for any external service providers managed by IT
Actively participate as a Global IT member and participate on Global Projects when needed
Engage in the on-call rotation to deliver essential support for urgent IT issues outside regular hours, ensuring prompt issue resolution.
Adhere to the Company's Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures.
Understand relevant security, privacy, and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company.
Ensure other members of the department follow the QMS, regulations, standards, and procedures.
Perform other work-related duties as assigned.
Position Qualifications - Required
AA degree with 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 level of proficiency in standard office software tools (Microsoft Office and Mac), AV applications, VPN, and Wi-Fi
Familiarity with using Remote Systems management and configuration tools such as Microsoft SCCM to deploy software or connect to remote PCs and troubleshoots.
Focus on problem solving using effective troubleshooting skills.
Strong interpersonal communication skills, a high degree of accuracy and attention to detail
Ability to multi-task and prioritize assignments while working on various projects simultaneously with discretion and judgment.
Working knowledge of Windows Server operation systems such as Window Server 2008 and Windows Server 2012
Working knowledge of email administration (i.e., MS Outlook)
Resilient in the face of continual change, able to handle high demands and unfamiliar situations
Familiarity with Microsoft Copilot, ServiceNow Virtual Agent, or similar AI-assisted ITSM tools
Experience in using ServiceNow ITSM for Incidents and Request Management
Position Qualifications - Preferred
Microsoft and ITIL Foundation Certifications or prior experience working within ServiceNow are preferred
Experience in a manufacturing environment, medical device, pharmaceutical, biotech, or other regulated industry highly preferred
Working Conditions
General office environment
Willingness and ability to work on site.
Requires some lifting and moving of up to 20 pounds
Must be able to move between buildings and floors.
Must be able to remain stationary and use a computer or other standard office equipment, such as a printer or copy machine, for an extensive period of time each day.
Must be able to read, prepare emails, and produce documents and spreadsheets.
Must be able to move within the office and access file cabinets or supplies, as needed.
Must be able to communicate and exchange accurate information with employees at all levels on a daily basis
Base Pay Range Per Hour: $29.00 - $42.00
Individual compensation will vary based on factors such as qualifications, skill level, competencies, work location and shift, and will increase over time based on meeting performance and business needs.
What We Offer
A collaborative teamwork environment where learning is constant, and performance is rewarded.
The opportunity to be part of the team that is revolutionizing the treatment of some of the world's most devastating diseases.
A generous benefits package for eligible employees that includes medical, dental, vision, life, AD&D, 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, which increases with tenure, and paid sick time in compliance with applicable law(s).
Penumbra, Inc., headquartered in Alameda, California, is a global healthcare company focused on innovative therapies. Penumbra designs, develops, manufactures, and markets novel products and has a broad portfolio that addresses challenging medical conditions in markets with significant unmet need. Penumbra sells its products to hospitals and healthcare providers primarily through its direct sales organization in the United States, most of Europe, Canada, and Australia, and through distributors in select international markets. The Penumbra logo is a trademark of Penumbra, Inc.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local laws.
If you reside in the State of California, please also refer to Penumbra's Privacy Notice for California Residents.
For additional information on Penumbra's commitment to being an equal opportunity employer, please seePenumbra's AAP Policy Statement.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: RTX1eeabd
- Position Id: c0184b9c8b638cb45ad9b1cc0ba092b6
- Posted 4 days ago
