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IT Experience Services Specialist II

Penumbra, Inc. • Roseville, CA, US • published 2026-11-06 00:59:38.701804

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. 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 ...

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