IT Experience Services Specialist II (Medical Device)

Location: Roseville, California, United States; onsite. The role also provides on-site and remote technical assistance for manufacturing facilities and includes on-call support outside regular hours.

Base pay: $29.00–$42.00 per hour.

Company

Develops, manufactures, and markets innovative medical products and therapies for challenging medical conditions, serving hospitals and healthcare providers across the United States and international markets.

What you will do

• Provide advanced end-user support for PC, Mac, mobile devices, local and SaaS applications, networks, enterprise IT services, and manufacturing environments.
• Diagnose and resolve complex incidents, triage requests, manage escalations, and maintain ServiceNow tickets within defined SLAs.
• Coordinate PC builds, break/fix work, hardware deployments, repairs, device inventory, and purchasing recommendations for production lines and end users.
• Manage user and computer accounts, domain services, IT service requests, external IT providers, and multiple intake channels.
• Use AI-assisted ITSM tools such as Microsoft Copilot to improve service efficiency and user experience.
• Participate in IT projects, global initiatives, manufacturing operations, on-call support, quality systems, security, privacy, and compliance activities; mentor Tier I support staff.

Requirements

• 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, user accounts, distribution lists, and security groups.
• Working knowledge of VMware or other virtual server environments, Windows Server operating systems, and email administration including Microsoft Outlook.
• High proficiency with Microsoft Office, Mac, AV applications, VPN, and Wi-Fi.
• Familiarity with remote systems management and configuration tools such as Microsoft SCCM for software deployment and remote PC troubleshooting.
• Experience using ServiceNow ITSM for incident and request management, plus familiarity with Microsoft Copilot, ServiceNow Virtual Agent, or similar AI-assisted ITSM tools.
• Effective troubleshooting and problem-solving skills, strong interpersonal communication, accuracy, attention to detail, discretion, and judgment.
• Ability to multitask, prioritize assignments, manage changing demands and unfamiliar situations, and work on multiple projects simultaneously.
• Ability and willingness to work onsite, lift and move up to 20 pounds, move between buildings and floors, remain stationary for extended computer work, and communicate accurately with employees at all levels.

Nice to have

• Microsoft or ITIL Foundation certification, or prior experience working within ServiceNow.
• Experience in manufacturing, medical device, pharmaceutical, biotech, or another regulated industry.

Culture & Benefits

• Collaborative teamwork environment with ongoing learning and performance recognition.
• Medical, dental, vision, life, AD&D, short-term and long-term disability insurance.
• 401(k) with employer match, paid parental leave, paid sick time, and eleven paid company holidays.
• At least fifteen days of accrued vacation per year, increasing with tenure.
• Participation in an on-call rotation is required for urgent support outside regular working hours.