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# End User Services Specialist - Advanced

- **Company:** Independence, Inc.
- **Location:** Chicago, IL, United States
- **Contract:** Permanent contract
- **Skills:** Data Integrity, IT Management, Software Asset Management, Servicenow
- **Published:** June 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=bc4a9896b2ea9c27

## About the Role

Do you have experience in Zoom?

## Description

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.

Enterprise End User Support (L2/L3 for 3,000 Users)

 * 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.

Executive Support

 * 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.

ITIL Processes & SLA Management

 * 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.

Software Asset Management

 * 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.

Service Ownership & MSP Coordination

 * 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.

Project Leadership & Support

 * 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.


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