IT Experience Services Specialist II

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 escalations in ServiceNow, identifying systemic issues and trends, and recommending process improvements.

The role also participates in cross-functional IT projects, supports manufacturing IT operations, and provides mentorship and guidance to Tier I support staff.

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
* Actively participate as a Global IT member and participate on Global Projects when needed
* Engage in the on-call rotation to deliver essential support for urgent IT issues outside regular hours, ensuring prompt issue resolution.
* Adhere to the Company's Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures.
* Understand relevant security, privacy, and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company.
* Ensure other members of the department follow the QMS, regulations, standards, and procedures.
* Perform other work-related duties as assigned.

Position Qualifications - Required
* AA 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 management of user accounts, distribution lists, and security groups
* Working knowledge of VMWare or other virtual server environments
* High level of proficiency in standard office software tools (Microsoft Office and Mac), AV applications, VPN, and Wi-Fi
* Familiarity with using Remote Systems management and configuration tools such as Microsoft SCCM to deploy software or connect to remote PCs and troubleshoots.
* Focus on problem solving using effective troubleshooting skills.
* Strong interpersonal communication skills, a high degree of accuracy and attention to detail
* Ability to multi-task and prioritize assignments while working on various projects simultaneously with discretion and judgment.
* Working knowledge of Windows Server operation systems such as Window Server 2008 and Windows Server 2012
* Working knowledge of email administration (i.e., MS Outlook)
* Resilient in the face of continual change, able to handle high demands and unfamiliar situations
* Familiarity with Microsoft Copilot, ServiceNow Virtual Agent, or similar AI-assisted ITSM tools
* Experience in using ServiceNow ITSM for Incidents and Request Management

Position Qualifications - Preferred
* Microsoft and ITIL Foundation Certifications or prior experience working within ServiceNow are preferred
* Experience in a manufacturing environment, medical device, pharmaceutical, biotech, or other regulated industry highly preferred

Working Conditions
* General office environment
* Willingness and ability to work on site.
* Requires some lifting and moving of up to 20 pounds
* Must be able to move between buildings and floors.
* Must 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.
* Must be able to read, prepare emails, and produce documents and spreadsheets.
* Must be able to move within the office and access file cabinets or supplies, as needed.
* Must be able to communicate and exchange accurate information with employees at all levels on a daily basis

Base Pay Range Per Hour: $29.00 - $42.00

Individual 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.