IT Service Desk Analyst

@ CarGurus

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. Today we are the largest and fastest-growing automotive marketplace, with a history of innovation and profitability for over 15 years.

What We Do

We are moving the entire automotive journey online and guiding customers through every step—from selling used cars to financing, buying, and delivery of new ones. With tens of millions of monthly visitors and ~30,000 dealerships using our products, we continue to innovate with a people-first culture that fosters kindness, collaboration, and career growth.

Role Overview

The IT Service Desk Analyst provides exceptional IT support to global employees while identifying automation and improvement opportunities. Working in a hybrid model from our office at 1001 Boylston Street, this role requires physical activity and mobility to assist with hands-on IT tasks.

What You’ll Do

• Provide top quality customer service and incident resolution meeting SLA targets.
• Identify trends and support process improvements with detailed documentation.
• Support Tier 3 teams and engineering for effective project transitions.
• Analyze key metrics and provide updates on incident trends.
• Manage asset inventory, user onboarding/offboarding and support AV events.
• Develop workflows to automate daily tasks and improve team efficiency.
• Handle change requests for IT applications and coordinate related projects.

Who You Are

• 1-2 years experience in end-user IT support.
• Bachelor’s degree or equivalent professional experience.
• Experience supporting MACs (OSX), PCs (Windows/Linux) in an enterprise setting.
• Skilled in troubleshooting, utilizing diagnostic utilities and Jira Service Management.
• Proficient in supporting applications such as Okta, VDI, VPN, Slack, Google, Dialpad, Salesforce, Github and BeyondTrust.
• Knowledge of ITIL best practice frameworks.
• Flexible to work on-call and outside standard business hours as needed.

Working at CarGurus

CarGurus rewards its employees with competitive benefits including equity, flexible hybrid work model, robust time off policies, free lunch, car discounts, fitness apps, and more, all designed to support work-life balance and personal growth.

Key skills/competency

• IT Support
• Incident Resolution
• Customer Service
• Jira Service Management
• Automation
• Asset Management
• Diagnostic Tools
• ITIL
• Technical Troubleshooting
• Project Support