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
CarGurus is hiring an IT Service Desk Analyst to join our IT Team. We are looking for a versatile, analytical, and enthusiastic Engineer who will work closely with business and IT teams in the U.S. and overseas. The ability to be creative and have the initiative to improve processes will be a major part of your success. Your audience will be wildly multifaceted from C level executives, to engineers, to our sales team. One's ability to collaborate and work efficiently is central to the IT Team's focus and success. You will be hybrid out of our office on 1001 Boylston Street in Boston, MA.
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

• Serve as an escalation point for all complex problems, documenting their solutions in wiki articles and tickets.
• Mentor less experienced team members to help them grow.
• Identify, investigate, and resolve a range of technical issues affecting business systems by exceeding target SLAs (Service Level Agreements).
• Call out high-impact incidents where appropriate and follow up to ensure resolution.
• Maintain high Customer Satisfaction (Internal) for our colleagues.
• Host 'walk-in' sessions in person and online.
• Drive continuous improvements by implementing perfective measures that provide value and enhance functional performance.
• Demonstrate flexibility to cope with changing demands based on business priority.
• Supervise technology trends and make recommendations on incorporating innovative technology into our existing platforms.
• Develop strong working relationships with key business members, IT project and development teams and relevant 3rd party vendors.
• Support of system deployments from business and liaising with 3rd party vendors where relevant.
• Ensure that emerging and ongoing requirements are accommodated by researching and reviewing new systems and applications.
• Developing tools to automate daily tasks to build efficiencies for the team.
• Onboarding and Offboarding of user accounts

What you'll bring

• 2+ years of desktop engineering experience
• Proficiency in automating workflows and scripting using Python, JavaScript, and others.
• Associate's Degree in MIS or similar field OR certificate programs focusing on desktop support
• Experience supporting MACs (OSX) and PCs (Windows and/or Linux) within an enterprise environment
• Expert level knowledge of diagnostic utilities, troubleshooting theory and/or complex logic expression.
• Has complementary and/or specialized technical skills that are certified by accredited bodies
• Experienced working in a team-oriented and collaborative environment
• Knowledge of Service Desk operations using Jira Service Management
• Broad understanding of IT concepts, development practices, and architectures
• Applied 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.
• Strong interpersonal skills, attention to detail and ability to manage tasks simultaneously
• On-call and occasional hours outside normal business hours according to our needs

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