Service Desk- A/V Specialist

23 hours ago

Chicago, United States Grubhub Full time

Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you’re looking for a place that values strong relationships, embraces diverse ideas–all while having fun together–Grubhub is the place for you



The Service Desk Analyst II is a member of our 20+ person Service Desk team which is responsible for supporting and resolving technical problems for 3,000 employees and our outsourced partners, located in over 5+ locations.


To be considered for this position, you must reside in the Chicago, IL area.


This onsite role is based in Chicago, IL, and requires a flexible schedule for office attendance, reporting to the Chicago Service Desk Team Lead. The primary responsibility of a Service Desk Analyst II is to serve as the A/V technician for meetings and events of various sizes. Key duties include coordinating and communicating with event stakeholders, providing consultation, technical orientation, and assistance, and interacting professionally with departments, clients, and external representatives. The role also involves troubleshooting audiovisual equipment and systems in event spaces, maintaining the upkeep, organization, cleanliness, and maintenance of equipment and control areas, and ensuring the accuracy of inventory before and after events.


The Impact You Will Make:

  • Diagnosing / resolving problems and answering questions for our remote and in office end users, ensuring a high level of employee productivity. This may include a wide range of issues including hardware, operating system, network, printing, application, identity and access and through a number of communications channels including in person, remote, phone, chat, Slack and/or email.
  • Ensuring technical readiness of our A/V tools for various meetings, conferences, town halls and other large events. Assisting the meeting organizers with technical questions and challenges before, during and after events. Ensuring the overall successful execution of the events. Coordinating preventative maintenance and testing / deploying upgrades to our A/V systems. Understand the end to end signal flow for our specialty A/V rooms to be able to resolve or work-around issues quickly.
  • Executive Support: Regularly checking in on our executive team members and assisting them with quick resolutions to problems.
  • Employee Onboarding: Ensuring equipment is ordered and arrives on-time; ensuring requested access is set up prior to onboarding; following up with employees to assist with any initial set up issues that may arise during the first few days.
  • Utilizing and enhancing standard operating procedures. Complete tasks thoroughly and on time.
  • Follow standard ITIL best practices for Tickets. Service Requests and Change /records and device management.
  • Field ticket escalations from team members, collaborating with other Corporate IT teams to troubleshoot, recreate and resolve problems as well as creating documentation to be used by the team to address future similar issues.
  • Be proactive by recognizing learning opportunities to present to the team.
  • Be flexible. We're growing and we need to continue to change to help the company grow.



What You Bring To The Table:

  • Experience: 5+ years of work experience in IT or business environments
  • Education: Bachelor's Degree in computer science, engineering, information systems, math or business or equivalent experience
  • Executive Support: Demonstrated experience supporting senior leadership and executive team members.
  • A/V: Ability to operate, diagnose and remediate issues in real time for remote and in office events.
  • Operating Systems: Windows desktop (11), Mac OSX, Linux is a plus
  • Applications: Google Workspace, Atlassian products (Jira, Confluence), Slack, Zendesk
  • User/Device/Software Management: Active Directory, Okta, Google Admin, Intune, JAMF, Inventory Management Software (for example, Oomnitza)
  • Experience working both independently and as part of a group.
  • Strong organizational and analytical skills; oral and written communication skills.
  • Must possess a positive and professional attitude.
  • Able to lift at least 50 lbs.
  • Effective crisis management skills, prioritizing tasks to achieve successful outcomes.


As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role.


And Of Course, Perks

  • Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
  • Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
  • Free Meals. Our employees get a weekly Grubhub credit to enjoy.
  • Social Impact. We believe in giving back through programs like the Grubhub Community Relief Fund, and provide our employees opportunities to support causes that are important to them.

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