Desktop Support Analyst I - Windows, MAC & Linux Support

Can a help desk role actually be both helpful and fun?

Groupon is an experiences marketplace that brings people more ways to get the most out of their city or wherever they may be. By enabling real-time mobile commerce across local businesses, live events and travel destinations, Groupon helps people find and discover experiences––big and small, new and familiar––that make for a full, fun and rewarding life. Groupon helps local businesses grow and strengthen customer relationships––resulting in strong, vibrant communities. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success.

Groupon's Information Technology team may not be the obvious hero of Groupon's success story, but we enable that success. Thousands of people need to feel confident that their tools work, and that's where we shine.

You will be the face of IT for our employees at Groupon. Working in this role, you will interact with and support employees daily to provide solutions to a variety of technical requests. This will occur both in person and via our ticketing system. You will spend time resetting passwords, adding members to groups, and solving basic Apple, Windows, and Application issues via phone, walk­ups and electronic queues are standard. But you will also learn about IT at scale, having an opportunity to learn, grow and advance your career.

You’ll spend time on the following:

• You will field incoming requests to the Help Desk via phone, email, chat and our Help Desk ticketing system

• You will ensure courteous, timely, and effective resolution of end-user issues

• The team's success starts with building trust among all staff, so your interpersonal skills are crucial

• You will record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, actions taken, and final resolutions

• Apply diagnostic utilities to aid in troubleshooting

• Identify and learn appropriate software and hardware used and supported by the organization

We’re excited about you if you have:

• 3+ years of IT support experience in a mixed desktop environment (Apple and Windows)

• Minimum 2+ years of experience helping customers directly (end-user support)

• Minimum 2 years experience in supporting a large user base (100+ end users)

• Experience handling support requests through a ticketing system, using clear and detailed communication

• Should know Intune, Kandji/JAMF & AD

• A curious and can-do mindset, where you learn more about the IT environment and tackle additional responsibilities

• Must have asset management skills & ability to maintain the inventory up to date.

• You have meticulous attention to detail and have delivered results while juggling multiple projects

• You have excellent interpersonal, written, and verbal communication skills, and can understand and explain customer situations and solutions

• You take a positive approach to problems - both big and small

• You work effectively both independently and as a part of a team

• You are able to lift at least 50 lbs (Space Cat is surprisingly heavy)