About Carvana…
If you like disrupting the norm and are looking for a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. At Carvana, our customers can hop online to...
Search and browse our inventory of over 20,000 vehicles that we own and certify.
Narrow down search results using highly intelligent filtering tools/components.
View vehicle details, Carfax reports, and 360 rotating studio images for every vehicle.
Secure financing in minutes using Carvana's in-house service or their own bank.
Interact with GUI components to easily customize loan length, down payment, and monthly payment.
Generate, upload, and eSign all documents online (no ink necessary).
Schedule front door delivery or pick up at one of our vending machines.
Trade-in their existing vehicle or just sell it to Carvana (no purchase necessary).
For more information on Carvana and our mission, learn more about what it's like to work here from the people that already do.
THIS IS A 100% ON-SITE POSITION
Position Overview:
In this position you'll be expected to deliver exceptional customer service to our internal and external customers. You'll have demonstrated proficiency in all aspects of service desk responsibilities, including but not limited to triaging tickets and basic technical support and troubleshooting. Hiring is contingent upon passing a complete background check. This role is not eligible for visa sponsorship.
What you'll be doing:
Handling escalated Service Desk tickets involving moderate to advanced technical issues across endpoint devices, AV equipment, and applications.
Managing and maintaining endpoint device configurations, including imaging, software deployments, and security policies.
Supporting patch management processes by applying updates and mitigating risks on workstations, mobile devices, and other hardware.
Conducting root cause analysis for recurring technical issues and documenting findings for future reference.
Assisting in creating and maintaining technical knowledge articles to improve team efficiency and end-user experience.
Collaborating with other teams, including Networking and Systems Administration, to resolve cross-functional technical issues.
Leading small-scale technical projects, such as workstation rollouts, hardware upgrades, or system migrations.
Serving as a mentor for Associate Endpoint Administrators, providing guidance and training to help develop technical skills.
Maintaining device inventory and lifecycle tracking, including procurement, retirement, and disposal of hardware.
Providing advanced onboarding and offboarding support, including automation and configuration improvements.
Logging and resolving incidents and requests using ITSM tools, ensuring SLAs and response times are met.
Other duties as assigned.
What the job requires:
To be able to do your job at Carvana, there are some basic requirements we want to share with you.
High School diploma or equivalent. Bachelor's degree in IT or related field preferred.
Minimum 3-5 years of experience in the technical support field.
Ability to read, comprehend and execute on advanced level technical knowledge articles.
Able to effectively communicate with team members to help resolve issues.
Ability to travel between multiple Phoenix headquarters locations.
Ability to blend creativity, problem solving, and technical skills to support end-users
Demonstrated ability to analyze and resolve advanced hardware, software, and network issues.
Proficient in advanced troubleshooting of Windows, MacOS, and ChromeOS operating systems.
Skills in Windows Operating System (recent flavors: Windows 10, 11) and the knowledge to create and push images.
Experience with troubleshooting all major types of mobile devices (iOS, Android Devices)
Strong familiarity with ITSM tools (e.g., ServiceNow) and UEM solutions (e.g., Workspace ONE, SCCM, Intune).
Experience with troubleshooting AV equipment such as HD TVs or Projectors.
Demonstrated ability to analyze and resolve advanced hardware, software, and network issues.
Intermediate knowledge of scripting or automation tools (PowerShell, Python, or Bash) is a plus.
Proven ability to document processes and create technical support guides for internal use.
Excellent organizational, communication, and multitasking skills.
Legal Stuff…
Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.
Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.
Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.