Our Opportunity:
Chewy is seeking a highly motivated, customer focused Service Desk Analyst I to join the IT Service Desk team! Our Service Desk team is like no other, providing unbeatable five-star customer service and support to all internal customers while proactively addressing issues and queries, ensuring 100% internal customer satisfaction every time! The Service Desk Analyst serves a fundamental role in driving and maintaining successful first-time resolutions, responding to and resolving customer issues, problems and queries relating to IT systems used throughout the organization. This position is responsible for taking receipt of service desk support requests (primarily telephone but also email, written and in person) and logging them, either for first time resolution by the Service Desk Analyst or for escalation to other specialized areas of the IT Department. You will own requests and incidents ensuring resolution and customer satisfaction prioritizing them in accordance with procedures and SLAs (Service Level Agreements) currently in operation. This is an excellent opportunity for someone who wants to be part of an invigorating, dynamic and successful IT organization.
What You'll Do:
- Handle lengthy calls
- Action any project items assigned to the analyst
- Tag tickets with relevant categories for FCR improvements
- Solve advanced software and hardware issues via phone and resolve upon first contact, when possible
- Fully document all cases in our ticketing system and escalate to appropriate resolver groups
- Monitor the progress of requests and ensure that customers and other interested parties are kept informed
- Perform basic support functions such as password resets, unlocking accounts and AD group changes
- Provide "how to" assistance on all internally supported devices, applications and systems
- Escalates issues to appropriate second- and third-level subject-matter experts in accordance to service-level-agreements, and follow up on incidents when appropriate
- Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
What You'll Need:
- Previous experience providing technical support in a fast-paced environment
- Experience with enterprise ticketing systems
- 1+ year service desk experience
- Functional knowledge of Microsoft Active Directory and Windows OS
- Competency in MS Office Suite
- Mac support experience
- Strong documentation skills and attention to detail
- Ability to work well with others and contribute to team values and rapport-building across the organization
- Effective prioritization skills and the ability to execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- The ability to work flexible schedules, including weekday, weekend, day shift, night shift, and potentially overnight shifts is required
- CompTIA A+ preferred
- ITIL Certification preferred
- AirWatch, Intune, JAMF experience is a plus.
The hourly range for this role is $22.59 - $33.89.
- The specific hourly range offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for 401k.
We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Non-exempt hourly team members accrue paid time off (PTO) and are eligible for additional unplanned unpaid time off (UTO)Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
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What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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