Service Desk Specialist II

1 month ago

Chicago, Illinois, United States Grubhub Full time

About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process
Why Work For Us
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 5,000 employees and our outsourced partners, located in over 5+ locations.
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.
  • Compensation. You'll receive a highly-competitive compensation package with eligibility for generous incentives, bonuses, commission, and RSUs.
  • Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
  • 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.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
If you are a resident of the State of California and would like a copy of our CA privacy notice, please email

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