IT Experience Services Specialist II End-User & Onsite Tech

Penumbra, Inc.; Roseville (CA); On-site; USD 40,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Paid parental leave

Paid vacation

Paid holidays

Sick time

Job summary

Penumbra, Inc. in Alameda, California, is seeking an IT Experience Services Specialist II to deliver high‑quality end‑user support across Talkdesk, Teams, and ServiceNow.

You will resolve complex incidents, handle escalations, and provide on‑site and remote assistance for manufacturing facilities while adhering to IT and security standards. You will troubleshoot Windows, Mac, and mobile devices, manage user accounts, coordinate hardware deployments, and mentor Tier I staff.

Qualifications

• AA degree with 2+ years of IT support experience.
• Strong knowledge of Windows Active Directory, Group Policy, DNS, DHCP, RDP, Networking, printing, and user management.
• Working knowledge of VMware or other virtual server environments.
• High level proficiency in Microsoft Office and Mac, AV apps, VPN, and Wi‑Fi.
• Familiarity with using Remote Systems management tools such as Microsoft SCCM to deploy software and troubleshoot remote PCs.
• Solid problem-solving and troubleshooting abilities.
• Excellent interpersonal communication and attention to detail.
• Ability to multitask and prioritize across projects simultaneously.
• Knowledge of Windows Server OS (2008/2012) and MS Outlook email administration.
• Familiarity with AI-assisted ITSM tools (Microsoft Copilot, ServiceNow Virtual Agent).
• Experience with ServiceNow ITSM for Incidents and Requests.

Responsibilities

• Provide advanced IT support across Windows, Mac, and mobile devices.
• Manage escalations and oversee incident and request management in ServiceNow.
• Coordinate hardware deployment and configuration for production and end users.
• Triage requests and route service tickets to appropriate queues.
• Maintain inventory of devices; recommend purchases based on needs.
• Support manufacturing IT operations and collaborate on IT projects.
• Mentor Tier I staff and participate in global IT initiatives.
• Support on-call rotations for urgent issues; uphold QMS and security standards.

Skills

Active Directory

VMware

SCCM

Troubleshooting

Office Suite

Microsoft Copilot

Communication

Multi-tasking

Networking basics

ITIL familiarity

Education

Associate degree (AA) in IT

Tools

VMware

SCCM

ServiceNow ITSM

Microsoft Copilot

Job description

Penumbra, Inc. in Alameda, California, is seeking an IT Experience Services Specialist II to deliver high‑quality end‑user support across Talkdesk, Teams, and ServiceNow.

You will resolve complex incidents, handle escalations, and provide on‑site and remote assistance for manufacturing facilities while adhering to IT and security standards. You will troubleshoot Windows, Mac, and mobile devices, manage user accounts, coordinate hardware deployments, and mentor Tier I staff.