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 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 companys 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 youll 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 andor 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 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 52000 - 66000 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. CarGurus may require in-person interviews as part of our hiring process particularly for positions based in our Boston and Dublin offices. Candidates selected for an in-person interview will be notified in advance. Please be aware that travel expenses are the responsibility of the candidate. 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