IT Service Desk Analyst

About this role

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.

What you'll do

• Provide Tier 1 technical support to employees both in person and remotely

• Identify, investigate, and resolve a range of technical issues affecting business systems by exceeding target SLAs (Service Level Agreements)

• Process onboarding and off boarding of employees, including account configuration, initial laptop setups, and delivering IT Onboarding training sessions

• Support on site meetings and events

• Author and maintain internal documentation

• Escalate issues where appropriate and follow up to ensure resolution

• Maintain high Customer Satisfaction (Internal) for our colleagues

• Drive continuous improvements by implementing perfective measures that provide business value and enhance functional performance

• Demonstrate flexibility to cope with changing demands based on business priority

• Supervise technology trends and makes recommendations on incorporating innovative technology into the company’s 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 business requirements are accommodated by researching and reviewing new systems and applications

• Provide feedback on existing tools and processes to help improvements

• Collaborate with senior team members and vendors to evaluate innovative technology

What you'll bring

• 1-2 years of support experience

• Associates’ Degree in MIS or equivalent experience

• Industry certifications (CompTIA) or similar certificate programs focusing on desktop support a plus

• Experience supporting Macs (OSX) and PCs (Windows and/or Linux) within an enterprise environment

• Demonstrated experience with leading technologies such as Google Workspace, Slack, and Okta

• Experienced working in a team-orientated and collaborative environment

• 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.

• A curious mind, with a desire to help users across all aspects of the business and various skill levels.

In addition to the responsibilities above, this role also requires regular physical activity, including moving around the office to assist with IT or AV event related tasks, lifting and carrying equipment (upwards of 50lbs), moving tables and chairs, and plugging in devices under desks and other confined spaces. The IT Service Desk Analyst must be able to perform these duties safely and effici