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 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 & 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 be able support, maintain, analyze and troubleshoot problems pertaining to PC & Mac hardware, OS, applications, telephony and peripherals. The position requires a generalized, multi-disciplined IT understanding (Network, Systems, Applications, Telephony and Desktop Support) to meet IT Department Service Level Objectives.  Successfully able to work independently with minimal in-person supervision is required.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 if able.  Re-allocates and/or escalates requests as appropriatePerforms daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status.  Ensures the requestor stays informedDeploys end user workstations and accessories for new hires; performs hardware refresh on pre-determined cycleAssists in the support, monitoring, testing and troubleshooting user, telephony and PC system related hardware and software problems within the THE TRADE DESK enterprise; including all custom and commercial applications.  Involves Peers and escalates as appropriateMaintains, 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 for their regular workdayAssists with planned maintenance; Performs user adds, moves, and changesParticipates in repairs, cleans and maintains THE TRADE DESK hardware and other equipment as neededProvides initial incident response for unplanned system outages.  Sends out notifications and engages the relevant THE TRADE DESK personnel as appropriateParticipates in the creation and maintenance of documentation, work instructions and configuration standardsAssists with basic maintenance and support for user account administration, e-mail, VPN, telephony, cloud-based file sharing, meeting collaboration software, print/fax, end-point security and all other THE TRADE DESK systemsAssists with key meeting IT coordination and support of collaboration and voice systems usageMakes pragmatic recommendations on system and process enhancementsAssists with controlling hardware, software and telephone inventoryResponsible for knowing and complying with applicable ITIL processes, Information Security, Regulatory Compliance and other process requirements as they apply to their area of responsibilityOther duties as assignedWho you are:High School Diploma or GED requiredBachelor’s degree in related IT field, or appropriate IT Certification highly desiredMinimum Five + years of experience in a similar hands-on role required, with a solid understanding of MS Windows and macOS.One to three years working with remote users for troubleshooting and new system setups required, experience with supporting international users a huge plusPrevious experience working at a startup is preferredPrior experience working with an IT ticket/request system is highly desiredKeyboarding skills and computer proficiency with software knowledge to include MS OfficeExcellent interpersonal, written, and oral communication skills requiredStrong customer service and presentation skillsAble to work independently and successfully with minimal in-person Supervision.Able to analyze customer needs and reach acceptable solutionsComprehension and adherence to company procedures and policies requiredAble to perform effectively with supervision, either independently or as a team memberBasic knowledge of HP printers, peripherals and Lenovo/HP/Apple desktops requiredBasic knowledge of iOS and Android mobile devices requiredAble to maintain confidentiality of information and systems requiredAble to learn Imaging Software to load images and programs as requiredConduct that supports the company’s ethics, core values, and compliance programsMust be able to sit, stand, walk or a combination of the three for up to 10 hours a dayPosition requires the ability to speak and hear 50% of the timeMust be able to lift up to 50 poundsSAFETY REQUIREMENTSMust be committed to a high standard of safety and be willing and able to comply with all safety laws and all of our safety policiesMust be willing to report safety violations and potential safety violations to appropriate supervisor or managementAVAILABILITY REQUIREMENTSAttendance: Must maintain regular and acceptable attendance.Regular Hours: Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needs.Overtime: Must be available and willing to work such overtime per week as we determine is necessary or desirable to meet business needs.Weekend and Holiday:  Must be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet THE TRADE DESK business needs.On-site Requirement: Must perform duties onsite, except those job duties which are customarily or by their nature performed offsite (such as meetings, deliveries to designated destinations, or training).Will be required to carry a company-funded smart phone and expected to respond to urgent calls in a timely manner.  This may require remote or occasional on-site support.  #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 $22.50 -$42.00In 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.