Introduction

Welcome to Gallagher - a global leader in insurance, risk management, and consulting services. With a growing team of more than 52,000 professionals worldwide, we empower businesses, communities, and individuals to thrive. At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team. Experience The Gallagher Way, a culture fueled by shared values and a collective passion for excellence. Join one of our dynamic teams, where you'll play a pivotal role in shaping Gallagher's future and unlocking unparalleled opportunities for both clients and yourself.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Overview

The VIP Onsite Operations Service Desk Analyst is responsible for delivering dedicated, executive-level IT support to senior leaders and high-profile users. This role ensures a seamless and efficient technology experience through proactive issue resolution, tailored assistance, and exceptional customer service. The specialist will work closely with IT teams to diagnose and resolve hardware, software, AV, and connectivity issues, all while maintaining a professional, discreet, and solutions-driven approach to VIP support. This position is based at our Rolling Meadows offices five days per week. Typical work hours are 8am-5pm, with flexibility offered.

How You'll Make An Impact

• VIP Support
• Provide timely, proactive, and effective technical support for VIP users, ensuring minimal disruptions.
• Maintain ownership of issues from initiation to resolution, following up as needed.
• Act as the single point of contact for executive IT support, ensuring high responsiveness.
• Offer dedicated, personalized service, including tailored device setups and proactive IT health checks.
• Support executive meetings and high-profile events, ensuring seamless operation of IT and AV systems.
• Be available to assist with executive meetings that may occur outside of regular working hours, ensuring technical readiness and rapid issue resolution.
• Act as an escalation resource for the GTS Service Desk at headquarters.
• Technical Support
• Install, configure, and troubleshoot hardware, peripherals, and software for VIP users.
• Troubleshoot and resolve network connectivity, VPN, collaboration tools and mobile device issues.
• Provide basic troubleshooting for AV issues in executive conference rooms, boardrooms, and remote meetings, ensuring seamless functionality. Collaborate with the dedicated AV team for advanced issues and escalations.
• Perform hardware upgrades, repairs, and system imaging to ensure optimal performance.
• Configure new user computer setups, ensuring a seamless onboarding experience.
• AJG Certified for CUCM and Unity for phone and voicemail troubleshooting.
• Training and Learning
• Stay up to date with emerging technologies, participating in training and collaboration with IT Level II and III teams.
• Conduct executive and VIP user education sessions on collaboration tools and IT best practices.
• Collaboration
• Work closely with application and infrastructure teams to enhance business relationships and ensure VIP satisfaction.
• Verify vendor-reported known issues with engineering on a monthly basis.
• Document, analyze, and improve VIP support workflows to enhance efficiency.
• Participate in continuous IT service improvement projects to refine processes.
• Asset & System Management
• Oversee hardware lifecycle management for VIP end users, including upgrades, reimages repairs, and device replacements.
• Reimage, deploy, and manage corporate loaner devices to ensure rapid turnaround for VIP users.
• Provide preventative resolution assistance for Service Desk Tier I and II.
• Proactively identify recurring issues and escalate trends to problem management teams.
  
  

About You

• 5+ years of professional experience in IT Service Desk operations, with a focus on VIP/executive support.
• Exceptional technical troubleshooting skills, with expertise in Windows, macOS, Microsoft 365, and collaboration tools.
• Strong knowledge of IT networking, AV conferencing solutions, and mobile device management.
• Proficiency with Microsoft Office Suite (PowerPoint, Word, Excel, Outlook, SharePoint, Visio).
• Experience diagnosing and resolving hardware, software, and connectivity issues across enterprise environments.
• Excellent communication and interpersonal skills, with the ability to interact professionally with executives, vendors, and IT teams.
• Strong organizational skills and attention to detail in managing IT assets, service requests, and executive support tasks.
• Ability to handle high-pressure situations, multitask, and meet strict deadlines in a fast-paced environment.
• Onsite presence is required, with frequent movement between offices, conference rooms, and event spaces to support VIP users.
• Comfortable with extended periods of walking and standing as part of daily responsibilities.
• Self-motivated with the ability to work independently while also collaborating effectively within a team.
• Ability to provide clear, user-friendly technical communication to both IT and non-technical users.
• Strong customer service mindset, ensuring a seamless and positive IT experience for VIP users.
• Experience with Microsoft SCCM, Active Directory, Azure, Citrix, virtualization, scripting, and hardware support nice to have.
• Familiarity with ticketing applications and workflow systems.
• Knowledge of computer imaging and hardware lifecycle management.
• ITIL or other relevant industry certifications nice to have.
• Familiarity with Audio/Visual support is a plus.
  
  

Compensation And Benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave
  
  

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program - elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...
  
  

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements and Pay Disclosure Statement

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.