Service Desk Specialist II

Why Work For Us
Grubhub, part of Wonder Group Inc , is all about connecting hungry diners with our network of over 375,000 merchants 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!
About the Role
As a Service Desk Analyst II in Chicago, IL, you'll be an integral part of the Chicago Service Desk Team, reporting directly to the Team Lead. This onsite position requires a flexible office schedule. Your primary responsibilities will involve providing expert technical consultation and assistance to various stakeholders, ensuring professional interactions with all departments, clients, and external representatives. You'll also play an important role in mentoring and guiding Service Desk I members, helping to develop their skills and knowledge.
This role requires a high level of technical expertise, executive presence, and strong communication skills. You'll be expected to quickly and effectively diagnose and resolve a wide range of IT issues, including those related to PCs, laptops, mobile devices (iPhones, iPads, 2-in-1 laptops), software applications, and local network connectivity. The position also encompasses general IT maintenance tasks and the resolution of moderate to complex technical problems, with more intricate issues escalated for higher-level support. Additionally, you may lead training programs to educate users on various software applications.
Working within a Google Workspace environment, you'll need to thrive in a fast-paced setting and meet aggressive deadlines. Exceptional communication and customer service skills are paramount, along with the ability to effectively multitask between hardware and software solutions. Strong organizational skills, the ability to effectively schedule and coordinate with different teams, and proficiency in machine imaging and troubleshooting during the imaging process are highly valued.
This role will require you to work onsite 3 days per week.
The Impact You Will Make

• Develop a deep understanding of signal flow of existing systems. Be able to determine the quickest possible resolution to get customers up and running during an equipment failure.
• Installing and tracking new computer equipment for employees.
• Setup and support desktop applications such as Five9, Google Workspace Administrations, Okta, Google Meets, and Zscaler.
• Provides executive end-user technology support.
• Help solve Windows and Mac connectivity/printer issues for individuals.
• Utilize and enhance existing standard operating procedures.
• Complete tasks thoroughly and on time.
• Support Grubhub team members in person, remote, phone, chat, Slack and email.
• 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

• 5+ years of work experience in IT or business environments
• Bachelor's Degree in computer science, engineering, information systems, math or business or equivalent experience
• High level of Windows & Mac hardware & OS troubleshooting experience. Linux is considered a plus!
• Working knowledge of Active directory in a multi-domain forest is considered a plus.
• Experience with Google Workspace products (Gmail, Docs, Sheets, Chat, Meet, etc).
• Experience with Zendesk ticketing system, and/or Atlassian Products (ie: Jira, Confluence) considered a plus.
• Knowledge of A/V operation, diagnostics, and real-time break-fix strategies.
• General knowledge of basic networking concepts and desktop troubleshooting.
• Strong communication skills and experience supporting senior leadership and executive team members.
• 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.
• Experience supporting staff in a hybrid environment.
• Able to lift at least 50 lbs.
• Software deployment and inventory systems experience - InTune, JAMF, Oomnitza experience considered a plus.

As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role .
Illinois: $38.70 per hr.
#LI-Hybrid
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, 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. At Grubhub we believe in giving back through programs like the Grubhub Community Fund . Employees are also given paid time off each year to support the 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 [email protected] 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 [email protected].