Desktop Support Analyst I - Windows, MAC & Linux Support

Groupon is a marketplace where customers discover new experiences and services everyday and local businesses thrive. To date we have worked with over a million merchant partners worldwide, connecting over 16 million customers with deals across various categories. In a world often dominated by e-commerce giants, we stand out as one of the few platforms uniquely committed to helping local businesses succeed on a performance basis.

Groupon is on a radical journey to transform our business with relentless pursuit of results. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. The impact here can be immediate due to our scale and the speed of our transformation. 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.

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)

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local e-commerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings (and a sneak peek into life at Groupon), always check our official career website at grouponcareers.com.