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 were the largest and fastest-growing automotive marketplace and weve 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 30000 dealerships use our products. But theyre 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. Ones ability to collaborate and work efficiently is central to the IT Teams focus and success. You will be hybrid out of our office on 1001 Boylston Street in Boston MA. What youll do Serve as an escalation point for all complex problems documenting their solutions in Confluence 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. Manage user lifecycle processes including onboarding offboarding and access control ensuring compliance with governance policies. Other duties as assigned. What youll bring 2 years of desktop support engineering experience or IT-related support Proficiency in automating workflows and scripting using Python JavaScript and others. Experience supporting MACs OSX and PCs Windows andor Linux within an enterprise environment Expert level knowledge of diagnostic utilities and troubleshooting. 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 Exceptional communication skills able to interface confidently with executive leadership and non-technical users alike. Proactive mindset with demonstrated ability to lead projects improve systems and influence IT strategy through data-driven insights. Relevant certifications e.g. CompTIA ANetwork ITIL Foundation Jamf Certified TechAdmin Microsoft Certified Modern Desktop Administrator or equivalent strongly preferred. Provide technical support for AI-driven applications troubleshooting issues related to APIs access and data pipelines to ensure optimal performance. Monitor AI application performance analyze logs and escalate complex issues related to model behavior latency and data inconsistencies. 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 efficiently as part of their responsibilities. The displayed range represents the expected annual base salary On-Target Earnings OTE for this position. On-Target Earnings OTE is inclusive of base salary and on-target commission earnings which applies exclusively to sales roles. Individual pay within this range is determined by work location and other factors such as job-related skills experience and relevant education or training. This annual base salary forms part of a comprehensive Total Rewards Package. In addition to benefits this role may qualify for discretionary bonusesincentives and Restricted Stock Units RSUs. Position Pay Range 62000 - 78000 USD 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. Thats why we hope youll apply even if you dont 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