End User Services Specialist - Advanced

Independence Pet Group•Chicago, IL

1d•Onsite

About The Position

Independence Pet Holdings is seeking an End User Services Specialist - Advanced to provide advanced onsite support to approximately 100 Chicago-based users and VIP executives. This role involves managing all office technology, including AV systems, printer infrastructure, badge readers, IT room equipment, and network closet equipment. The specialist will ensure meeting rooms are fully operational for executive events and partner with Facilities for workspace technology needs. Additionally, this position serves as a Level 2/3 escalation point for the MSP across all end-user issues, troubleshooting complex endpoint, authentication, M365, collaboration, and AV issues. The role requires maintaining high-quality technical notes and documentation, identifying recurring issues, and driving problem-management workflows. Contribution to enterprise-wide KB content in support of ITIL service operations is expected. The role also provides onsite geographic support dispatch services across the US and Canada, and offers hands-on, white-glove support to senior leaders, ensuring AV reliability for leadership meetings and testing/preparing for large meetings or presentations. The specialist will monitor MSP ticket queues, validate SLA adherence, review ticket aging, quality, triage accuracy, and workflow compliance, and support all ITIL process areas. Daily/weekly SLA reporting to IT leadership is required. The role includes managing onboarding/offboarding kits, tracking software licenses, usage, and compliance, and maintaining asset records in ServiceNow. Coordination with the offshore MSP to ensure high-quality technical support, guiding MSP resources, and managing unresolved escalations are key responsibilities. The specialist will also lead deployment projects involving endpoint enhancements, AV upgrades, and process improvements, and assist in cross-business rollouts, migrations, and user communications, while evaluating new tools and contributing to standards development.

Requirements

Advanced onsite support capabilities.
Experience managing office technology including AV systems, printers, badge readers, IT room equipment, and network closet equipment.
Proficiency in troubleshooting complex endpoint, authentication, M365, collaboration, and AV issues.
Experience with ITIL processes (Incident, Request, Change, Problem).
Experience with ServiceNow or other ITAM systems.
Ability to maintain high-quality technical notes and documentation.
Experience in identifying recurring issues and driving problem-management workflows.
Experience in providing executive-level support.
Familiarity with software asset management, including license tracking and compliance.
Experience coordinating with Managed Service Providers (MSPs).
Project leadership experience in technology deployments.
Strong communication and interpersonal skills for cross-business rollouts and user communications.

Nice To Haves

Experience with Teams rooms, Zoom/Teams hardware, soundbars, and displays.
Experience with Network Engineering oversight for network closet equipment.
Experience with Facilities partnership for workspace technology and ergonomics.
Experience with enterprise-wide KB content creation.
Experience with SLA reporting to IT leadership.
Experience with vendor escalations and license renewals.
Experience guiding MSP resources on troubleshooting standards and workflows.
Experience evaluating new tools and contributing to standards development.

Responsibilities

Provide advanced onsite support to ~100 Chicago-based users and VIP executives.
Manage all office technology: AV systems (Teams rooms, Zoom/Teams hardware, soundbars, displays), Printer infrastructure and badge readers, IT room equipment, hardware staging, cabling, and device storage, Network closet equipment (with Network Engineering oversight).
Ensure meeting rooms are fully operational for executive events.
Partner with Facilities for workspace technology needs and ergonomics.
Act as a Level 2/3 escalation point for the MSP across all end-user issues.
Troubleshoot complex endpoint, authentication, M365, collaboration, and AV issues.
Maintain high-quality technical notes and documentation.
Identify recurring issues and drive problem-management workflows.
Contribute to enterprise-wide KB content in support of ITIL service operations.
Provides onsite geographic support dispatch services where necessary across US and Canada.
Provide hands-on, white-glove support to senior leaders.
Maintain AV reliability for leadership meetings and strategy sessions.
Test, prepare, and support all large meetings or presentations.
Monitor MSP ticket queues and validate SLA adherence.
Review ticket aging, quality, triage accuracy, and workflow compliance.
Support all ITIL process areas: Incident, Request, Change, Problem; Workflow quality and data integrity; Ticket documentation and handoff accuracy.
Provide daily/weekly SLA reporting to IT leadership.
Manage onboarding/offboarding kits and inventory levels.
Track software licenses, usage, and compliance across users.
Maintain all asset records in ServiceNow (or ITAM system).
Coordinate vendor escalations and license renewals.
Coordinate with the offshore MSP to ensure high-quality technical support.
Guide MSP resources on troubleshooting standards and workflows.
Manage unresolved escalations and own communication with vendors.
Participate in operational improvement initiatives and service roadmap discussions.
Lead deployment projects involving endpoint enhancements, AV upgrades, and process improvements.
Assist in cross-business rollouts, migrations, and user communications.
Evaluate new tools and contribute to standards development.