{"id":3831688,"url":"https://alion.io/job/penumbra-it-experience-services-specialist-ii","title":"IT Experience Services Specialist II","company":{"id":4897,"name":"Penumbra","domain":"penumbrainc.com","url":"https://alion.io/company/penumbra","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":84,"open_postings":11,"ghost_share":0,"stale_share":0.636,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Roseville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":29,"max":42,"currency":"USD","period":"hour","gross":null,"usd_annual":84000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"21 CFR Part 820","optional":false},{"name":"Active Directory","optional":false},{"name":"Copilot","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:01:45Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T04:47:10Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\nThis role independently resolves complex issues, manages escalations, and handles out-of-scope or non-standard requests that require advanced troubleshooting, coordination, and technical judgment.\nThe 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.\nKey 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.\nThe role also participates in cross-functional IT projects, supports manufacturing IT operations, and provides mentorship and guidance to Tier I support staff.\nWorking 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.\nSpecific Duties and Responsibilities\nProvide solutions to technical issues for in-scope IT Services\nMaintain the IT ticketing system ensuring that open tickets are resolved or escalated within defined SLAs\nCoordinate and respond to incoming IT Service Requests across multiple real-time intake channels (service portal, e-mail, chat, phone, walk-in)\nCoordinate new PC builds/break fixes/deployments for both production lines and end users.\nEffectively triage incoming requests, including identification of appropriate routing for a service request\nMaintain inventory of laptops, desktops, and other personal computer devices; recommend purchases based on anticipated needs\nAssist with other IT projects as needed.\nManage user and computer accounts for the domain and IT services\nLeverage AI tools (e.g., Microsoft Copilot) to improve service efficiency, reduce manual effort, and enhance user experience\nCoordinate day-to-day operations for any external service providers managed by IT\nActively participate as a Global IT member and participate on Global Projects when needed\nEngage in the on-call rotation to deliver essential support for urgent IT issues outside regular hours, ensuring prompt issue resolution.\nAdhere to the Company’s Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures.\nUnderstand relevant security, privacy, and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company.\nEnsure other members of the department follow the QMS, regulations, standards, and procedures.\nPerform other work-related duties as assigned.\nPosition Qualifications - Required\nAA degree with 2+ years of IT support experience, or an equivalent combination of education and experience.\nBasic understanding of Windows Active Directory, Group Policy, DNS, DHCP, RDP, Networking protocols, printing, and management of user accounts, distribution lists, and security groups\nWorking knowledge of VMWare or other virtual server environments\nHigh level of proficiency in standard office software tools (Microsoft Office and Mac), AV applications, VPN, and Wi-Fi\nFamiliarity with using Remote Systems management and configuration tools such as Microsoft SCCM to deploy software or connect to remote PCs and troubleshoots.\nFocus on problem solving using effective troubleshooting skills.\nStrong interpersonal communication skills, a high degree of accuracy and attention to detail\nAbility to multi-task and prioritize assignments while working on various projects simultaneously with discretion and judgment.\nWorking knowledge of Windows Server operation systems such as Window Server 2008 and Windows Server 2012\nWorking knowledge of email administration (i.e., MS Outlook)\nResilient in the face of continual change, able to handle high demands and unfamiliar situations\nFamiliarity with Microsoft Copilot, ServiceNow Virtual Agent, or similar AI-assisted ITSM tools\nExperience in using ServiceNow ITSM for Incidents and Request Management\nPosition Qualifications - Preferred\nMicrosoft and ITIL Foundation Certifications or prior experience working within ServiceNow are preferred\nExperience in a manufacturing environment, medical device, pharmaceutical, biotech, or other regulated industry highly preferred\nWorking Conditions\nGeneral office environment\nWillingness and ability to work on site.\nRequires some lifting and moving of up to 20 pounds\nMust be able to move between buildings and floors.\nMust 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.\nMust be able to read, prepare emails, and produce documents and spreadsheets.\nMust be able to move within the office and access file cabinets or supplies, as needed.\nMust be able to communicate and exchange accurate information with employees at all levels on a daily basis\nBase Pay Range Per Hour: $29.00 - $42.00\nIndividual 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.","description_format":"text","description_chars":5953,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Cardiovascular Devices"],"lifecycle":[{"event":"open","at":"2026-11-05T19:39:38Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 47 · green card filings: 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