Sr IT Support Analyst

The Trade Desk is a global technology company with a mission to create a better, more open internet for everyone through principled, intelligent advertising. Handling over 1 trillion queries per day, our platform operates at an unprecedented scale. We have also built something even stronger and more valuable: an award-winning culture based on trust, ownership, empathy, and collaboration. We value the unique experiences and perspectives that each person brings to The Trade Desk, and we are committed to fostering inclusive spaces where everyone can bring their authentic selves to work every day.Do you have a passion for solving hard problems at scale? Are you eager to join a dynamic, globally-connected team where your contributions will make a meaningful difference in building a better media ecosystem? Come and see why Fortune magazine consistently ranks The Trade Desk among the best small-medium-sized workplaces globally.The Sr IT Support Analyst is specifically focused on providing hands-on endpoint device support for THE TRADE DESK internal clients, primarily through face-to-face interactions as well as telephone and remote support. Excellent customer support and helpdesk ticket management are critical responsibilities in this position. This IT role requires a basic level of experience to support, maintain, analyze, and troubleshoot problems pertaining to Windows and Mac hardware, conference room equipment, OS, applications, telephony, and peripherals. The individual may be asked to assist with general user administration to manage and grant standard user access to THE TRADE DESK systems. The position requires a generalized, multi-disciplined IT understanding (network, systems, applications, telephony and desktop support) to meet IT department service level objectives. What you’ll do:Provides timely attention to all internal helpdesk requests for local and remote based users. Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete, and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue.  Re-assigns and/or escalates requests as appropriate.Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status.  Ensures the requestor stays informed.Deploys end user workstations and accessories for new hires; performs hardware refreshes.Assists in the support, monitoring, testing, and troubleshooting of user, conference room equipment, telephony, and computer hardware and software problems within THE TRADE DESK enterprise, including all custom and commercial applications. Collaborates with peers and escalates as appropriate.Maintains, upgrades, or replaces hardware and application software to meet business needs. Pays special attention to time sensitive business requests and makes smart decisions to ensure minimal user impact in their regular workday.Assists with planned maintenance; performs user adds, moves, and changes.Repairs, cleans, and maintains hardware and other equipment as needed.Provides initial incident response for unplanned system outages. Sends out notifications and engages the relevant THE TRADE DESK personnel as appropriate.Participates in the creation and maintenance of documentation, work instructions, and configuration standards.Assists with basic maintenance and support for user account administration, e-mail, VPN, telephony, cloud-based file sharing, meeting collaboration software, print/fax, endpoint security, and all other THE TRADE DESK systems.Assists with key meeting coordination and support of collaboration and voice systems.Makes pragmatic recommendations on system and process enhancements.Assists with controlling hardware, software, and telephone inventory.Responsible for knowing and complying with applicable ITIL processes, information security, regulatory compliance, and other process requirements as they apply to their area of responsibility.Other duties as assigned.Who you are:Bachelor’s degree in related IT field, or appropriate IT certification highly desired.6+ years of experience in a similar hands-on role or relevant coursework required.  Should have a solid understanding of both Windows and Mac platforms.Ability to work with remote users for troubleshooting and new system setups required; experience with supporting international users a huge plus.Ability to work in fast-paced environment.Prior experience working with an IT ticket/request system is highly desired.Keyboarding skills and computer proficiency with software knowledge to include MS Office.Excellent interpersonal, written, and oral communication skills required.Strong customer service and presentation skills.Able to analyze customer needs and reach acceptable solutions.Comprehension and adherence to company procedures and policies required.Able to perform effectively with supervision, either independently or as a team member.Basic knowledge of iOS and Android mobile devices preferred.Able to maintain confidentiality of information and systems required.Conduct that supports the company’s ethics, core values, and compliance programs required.Must be able to sit, stand, walk, or a combination of the three for up to 8 hours a day.Must be able to lift up to 50 pounds.Will be required to carry a company-funded smart phone and expected to respond to urgent calls in a timely manner. #LI-TP1Our Compensation and Benefits (for NY, CO, CA, and WA residents only)At the Trade Desk, Base Salary is one part of our competitive total compensation and benefits package and is determined using a salary range.  The base salary range for this role is $68,600 -$125,700In accordance with NY, CO, CA, and WA law, the range provided is The Trade Desk's reasonable estimate of the base compensation for this role.  The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location.  All employees may be eligible to become The Trade Desk shareholders through eligibility for stock-based compensation grants, which are awarded to employees based on company and individual performance. The Trade Desk also offers other compensation depending on the role such as sales-based incentives and commissions. Plus, expected benefits for this role include comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents, retirement benefits such as a 401k plan and company match, short and long-term disability coverage, basic life insurance, well-being benefits, reimbursement for certain tuition expenses, parental leave, sick time of 1 hour per 30 hours worked, vacation time for full time employees up to 120 hours thru the first year and 160 hours thereafter, and around 13 paid holidays per year.  Employees can also purchase The Trade Desk stock at a discount through The Trade Desk’s Employee Stock Purchase Plan. The Trade Desk also offers a competitive benefits package. Click here to learn more.Note: Interns are not eligible for variable incentive awards such as stock-based compensation, retirement plan, vacation, tuition reimbursement or parental leaveThe Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.