End User Services Specialist - Advanced

Overview

Established in 2021, Independence Pet Holdings is a corporate holding company managing a diverse portfolio of pet health brands and services in North America. We focus on pet insurance and related services to simplify the pet parenting journey and enhance pet well-being.

Responsibilities

• Provide advanced onsite support to ~100 Chicago-based users and VIP executives.
• Manage all office technology: AV systems, printer infrastructure, badge readers, IT room equipment, hardware staging, cabling, and device storage.
• 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 Managed Services Provider (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 Knowledge Base (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.
• Own communication with vendors and manage unresolved escalations.
• 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.

Qualifications

• Experience with Microsoft 365 and other enterprise technologies.
• Strong problem-solving and customer service skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Knowledge of ITIL best practices and service management processes.
• Experience with ServiceNow or similar IT asset management systems.
• Proficiency in troubleshooting and resolving complex technical issues.
• Ability to work effectively with remote teams and vendors.

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) and Flexible Spending Accounts (FSA).
• Retail savings plan.
• 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.
• Employee Assistance Program (EAP).