IT Experience Services Specialist II
Penumbra
Opportunity published from Lever · applications stay with the original hiring source.
About the opportunity
The IT Experience Services Specialist II serves as an advanced technical resource within the IT Experience Services team, delivering white-glove end-user support and ensuring business continuity across corporate and manufacturing environments.
This role provides on-site and remote technical assistance for PC, Mac, mobile devices, local and SaaS applications, network enterprise services, and production operations.
Operating across communication channels such as Talkdesk, Microsoft Teams, and ServiceNow, the specialist independently resolves complex issues, manages escalations, coordinates hardware deployments, and mentors Tier I support staff.
Key responsibilities
- Provide advanced technical solutions for in-scope IT services and maintain the ServiceNow ticketing system within defined SLAs.
- Coordinate and respond to incoming IT service requests across real-time intake channels including service portal, email, chat, phone, and walk-ins.
- Coordinate new PC builds, break-fixes, and deployments for production lines and end users while managing hardware inventory and purchasing recommendations.
- Manage user and computer accounts for the domain and IT services, and leverage AI tools like Microsoft Copilot to improve service efficiency.
- Coordinate day-to-day operations for external IT service providers and participate in the on-call rotation for urgent after-hours issues.
- Adhere to and ensure department compliance with the Company Quality Management System (QMS), security, privacy, and regulatory standards.
- Actively participate as a Global IT member on cross-functional IT projects and initiatives.
Qualifications
- Associate 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 user account management.
- Working knowledge of VMWare, virtual server environments, and Windows Server operating systems such as Windows Server 2008 and Windows Server 2012.
- High proficiency in standard office software tools for Microsoft Office and Mac, AV applications, VPN, Wi-Fi, and email administration.
- Familiarity with remote systems management and configuration tools such as Microsoft SCCM, and ServiceNow ITSM for incident and request management.
- Strong interpersonal communication skills, problem-solving abilities, attention to detail, and ability to multi-task.
- Willingness and ability to work on-site in a general office and manufacturing environment with physical requirements including lifting up to 20 pounds.
Nice to have
- Microsoft and ITIL Foundation Certifications.
- Prior experience working within ServiceNow.
- Experience in a manufacturing environment, medical device, pharmaceutical, biotech, or other regulated industry.
- Familiarity with Microsoft Copilot or ServiceNow Virtual Agent.
Job details
- Location: On-site environment.
Base Pay Range Per Hour
$29.00 – $42.00, with individual compensation varying based on qualifications, skill level, competencies, work location, and shift
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
