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

IT Experience Services Specialist II

Responsibilities

Qualification

Required

Company

Penumbrainc

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