IT Service Desk Analyst

CarGurus•Boston, MA

4h•Hybrid

About The Position

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. 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! 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.

Requirements

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 and/or 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.

Nice To Haves

Relevant certifications (e.g., CompTIA A+/Network+, ITIL Foundation, Jamf Certified Tech/Admin, Microsoft Certified: Modern Desktop Administrator, or equivalent) strongly preferred.

Responsibilities

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.
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.

Benefits

best-in-class benefits and compensation
equity for all employees, both when they start and as they continue to grow with us
career development programs
corporate giving programs
employee resource groups (ERGs) and communities
flexible hybrid model
robust time off policies
daily free lunch
a new car discount
meditation and fitness apps
commuting cost coverage