End User Services Specialist - Advanced
About The Position
Independence Pet Holdings is a corporate holding company established in 2021, managing a diverse portfolio of pet health brands and services across North America. We aim to simplify the pet parenting journey and improve pet well-being through innovative solutions. Our multi-brand, omni-channel approach includes our own insurance carrier, insurance brands, and partner brands. This role provides advanced onsite support to approximately 100 Chicago-based users and VIP executives, managing all office technology including AV systems, printers, badge readers, IT room equipment, and network closet equipment. It also serves as a Level 2/3 escalation point for the MSP for 3,000 users, troubleshooting complex endpoint, authentication, M365, collaboration, and AV issues. The role involves providing hands-on, white-glove support to senior leaders, maintaining AV reliability for leadership meetings, and testing/preparing for large meetings or presentations. Additionally, the position monitors MSP ticket queues for SLA adherence, supports ITIL processes, manages software assets, coordinates with the offshore MSP, and leads deployment projects for endpoint enhancements, AV upgrades, and process improvements.
Requirements
- Advanced onsite support experience
- Experience managing office technology (AV systems, printers, IT room equipment, network closet equipment)
- Experience with Level 2/3 end-user support
- Troubleshooting complex endpoint, authentication, M365, collaboration, and AV issues
- Experience maintaining technical notes and documentation
- Experience with ITIL processes (Incident, Request, Change, Problem)
- Experience with SLA management and reporting
- Experience managing software assets, licenses, and compliance
- Experience coordinating with MSPs and vendors
- Experience leading deployment projects
- Experience assisting with cross-business rollouts, migrations, and user communications
- Experience evaluating new tools and contributing to standards development
Nice To Haves
- Experience supporting ~100 Chicago-based users and VIP executives
- Experience supporting 3,000 users
- Experience with ServiceNow (or ITAM system)
- Experience with Teams rooms, Zoom/Teams hardware, soundbars, displays
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.
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
