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 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:
1+ year of IT support experience in a mixed desktop environment (Apple and Windows)
1+ years of experience helping customers directly
Experience handling support requests through a ticketing system, using clear and detailed communication
Experience supporting OS images with either network-based cloning, or deployment services automated installation routines, such as PXE boot
A curious and can-do mindset, where you learn more about the IT environment and tackle additional responsibilities
You have a 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
Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here for the latest Groupon news. Plus, be sure to check out the values that shape our culture, guide our strategy and make our company a great place to work. And just don’t take our word for it. Hear from real Groupon team members, learn more about our inclusive employee groups, and check out our benefits. If all of this sounds like something that’s a great fit for you, then click apply and let’s see where this takes us.
Groupon is an Equal Opportunity Employer
Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at groupon.com. If you have concerns related to Groupon’s equal employment opportunities, you may contact Groupon’s Ethics Reporting Service Ethicspoint.
