IT Service Desk Analyst (Contract)

CarGurus•Boston, MA

3d•$26 - $33•Hybrid

About The Position

CarGurus is hiring an IT Service Desk Analyst to join their IT Team. This role requires a versatile, analytical, and enthusiastic Engineer who will collaborate closely with business and IT teams in the U.S. and overseas. Creativity and initiative to improve processes are key to success in this role, which involves interacting with a diverse audience from C-level executives to engineers and the sales team. The ability to collaborate and work efficiently is central to the IT Team’s focus and success. This is a hybrid role based out of the Boston, MA office.

Requirements

1-2 years of support experience
Associates’ Degree in MIS or equivalent experience
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

Nice To Haves

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

Responsibilities

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
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.