Help Desk Analyst

Job Description

Can a help desk role actually be both helpful and fun?
Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.
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. As a member of the Global IT Support Services team, you will offer insightful recommendations and provide real-world solutions to challenges that save the day!
We’re seeking a passionate, customer savvy IT support rockstar to join our Scottsdale, AZ office. 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, and also providing white glove support to our company executives. Lastly, you will also learn about IT at scale, having an opportunity to learn, grow and advance your career.
We're a "best of both worlds" kind of company. We're big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. Does that sound like a compelling place to work?
You’ll spend time on the following:

• You will field incoming requests to 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:

• At least 3 years of IT support experience in a mixed desktop environment (Apple and Windows)
• At least 3 years of experience handling support requests through a ticketing system; such as ZenDesk, providing exceptional end user experiences solving issues in person as well as remotely
• At least 1-year experience experience using imaging computers
• You have a meticulous attention to detail and have delivered results while juggling multiple projects
• You take a positive approach to problem solving - 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)
• A big plus if you have at least 1 year experience using SCCM and DEP for Mac OS deployment
• A big plus if you have at least 1- year experience managing user permissions with Active Directory and OKTA
• A plus if you have GSuite experience
• A plus if you have CompTia A+ Certification
• A plus if you have ACMT Certification