IT Service Desk Analyst

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.
What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus-our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!
Role overview
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What you'll do
Role Overview
The IT Service Desk Analyst is responsible for providing exceptional IT support to all global employees at CarGurus while identifying areas of opportunity to automate or improve. This role is expected to execute on tickets and projects for the Global IT Service Desk Management Team according to industry's best practices, while ensuring a high level of customer service across all offices. This position will be hybrid out of our office on 1001 Boylston Street.
In addition to the responsibilities below, this role also requires regular physical activity, including moving around the office to assist with IT-related tasks, transporting equipment, and plugging in devices under desks and other confined spaces. The IT Service Desk Analyst must be able to perform these duties safely and efficiently as part of their responsibilities.
What you'll do

• Provide top quality customer service and incident resolution, meeting or exceeding target SLAs (Service Level Agreements) to all employees regardless of level (top executives to interns)
• Assist problem resolutions to identify trends and/or issues to ensure that support procedures are being followed and highlight opportunities for improvement
• Support effective projects and knowledge transitions to Tier 3 level and Engineering support teams
• Understand key metrics, KPI's, perform analysis and provide updates to leadership to highlight incident trends
• Encourage a collaborative team environment by providing support to team members
• Provide triage on incoming tickets with critical thinking steps outlined in a clear and efficient manner
• Maintain high internal customer satisfaction for our colleagues
• Host 'walk-up' or support sessions via online meetings and in person
• Handle the change request process for IT owned applications, events and projects
• Demonstrate flexibility to cope with changing demands based on business priorities
• Develop workflows to automate daily tasks and build efficiencies for the team
• Support IT-related projects meeting or exceeding Objective Key Results (OKR) deadlines
• Clearly document solutions in support articles and tickets
• Escalate high impacting incidents where appropriate and follow up to ensure resolution
• Act as one of the main IT points of contact for asset management, overseeing hardware and software inventory; managing user onboarding and offboarding processes; providing technical support for AV events and coordinated technology-related projects.

Who you are

• 1-2 years experience providing end user support in an IT related role
• Bachelor's degree from an accredited institution or equivalent professional experience
• Experience supporting MACs (OSX) and PCs (Windows and/or Linux) within an Enterprise environment
• Experience supporting AV events and troubleshooting audio visual hardware
• Proficient level knowledge of diagnostic utilities, and troubleshooting
• Knowledge of Service Desk operations using Jira Service Management
• Broad understanding of IT concepts, development practices, and architectures
• Experienced working in a team-oriented and collaborative environment
• Strong interpersonal skills, attention to detail and ability to manage tasks simultaneously
• On-call and occasional hours outside normal business hours according to business needs
• Experience supporting applications, such as: Okta, VDI, VPN, Slack, Google, Dialpad, Salesforce, Github and BeyondTrust
• Demonstrate flexibility to cope with changing demands based on business priority.
• Knowledge of best practice IT Service Management processes in the delivery and support of IT services e.g., the ITIL (Information Technology Instrument Library) best practice framework

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What you'll bring

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Working at CarGurus
We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.
We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential-starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid