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)

Beware of Fraudulent Offers

We would like to bring to your notice that Groupon follows a merit-based employee recruitment practice with extensive screening steps. Groupon does not charge/accept any amount or security deposit from job seekers during the recruitment process. It was observed that there has been an increase in recruitment fraud involving scammers who post fraudulent job openings, or who contact job-seekers with fake job offers. These individuals sometimes even conduct fraudulent interviews with an attempt to obtain personal information or money from the applicants. We have also noticed that certain individuals claiming to be from the Groupon Talent Acquisition function are contacting prospective candidates pretending to represent Groupon with job offers. In case you or any candidate receives any unsolicited or fraudulent communication regarding a job offer or an interview call against payment of money, please stay alert and recognize it as a scam. We are not liable for any loss or damage incurred as a result of dealing with such entities. To prevent falling victim to the same, please visit grouponcareers.com to verify the job opening. All our genuine job openings are posted on the official Groupon careers website.