Senior Information Technology Support Analyst

Senior IT Support Analyst

Essential Functions

1. 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 appropriate.
2. Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informed
3. Assists in the support, monitoring, testing and troubleshooting user and PC system related hardware and software problems within the THE TRADE DESK enterprise; including all custom and commercial applications.
4. Deploys, maintains, upgrades or replaces hardware, accessories 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 workday
5. Participates in repairs and maintains THE TRADE DESK hardware and other equipment as needed, including desk relocations.
6. Assists with planned maintenance and office events where IT support is required
7. Provides initial incident response for unplanned system outages. Escalates and engages the relevant THE TRADE DESK personnel as appropriate
8. Creates and maintains documentation for IT standards, policies, procedures and knowledgebase.
9. Assists with supporting video conferencing tools and infrastructure including audio visual systems
10. Makes pragmatic recommendations on system and process enhancements
11. Assists with hardware inventory and asset management
12. Maintains a high level of communication and positive professional relations with our current and/or future vendors and suppliers
13. Leverages best practices approach towards projects, implementations, and issue resolution; ability to provide status updates and reports
14. 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
15. Travels to other offices in country to provide IT onsite support, maintain the health of IT systems and manage inventory.
16. Participates in office relocation and expansion projects taking responsibility for end user relocations
17. Works with local leadership to understand issues and requests and escalates those requests to IT Management.
18. Other duties as assigned

Knowledge, Skills and Abilities

1. Strong troubleshooting and problem solving skills
2. Excellent interpersonal, written, and oral communication skills required
3. Strong customer service and presentation skills
4. Ability to analyze customer needs and reach acceptable solutions
5. Comprehension and adherence to company procedures and policies required
6. Able to perform effectively with minimal supervision, either independently or as a team member
7. Knowledge of iOS mobile devices desirable
8. Able to maintain confidentiality of information and systems required
9. Understanding of the deployment of client systems via endpoint management tools such as JAMF, Ninja and Autopilot.
10. Conduct that supports the company’s ethics, core values, and compliance programs

Education and Experience

1. Bachelor’s degree in related IT field, or appropriate IT Certification is preferred.
2. 7+ years of experience in a similar hands-on role, assisting onsite and remote users required. Experience with supporting international users a plus
3. Solid understanding of MS Office 365, MS Windows, Mac OS and related hardware including troubleshooting and new system setups.
4. Experience managing Zoom rooms with Logitech hardware or similar
5. Experience working with an IT ticket/request system

SAFETY REQUIREMENTS

1. Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all of our safety policies
2. Must be willing to report safety violations and potential safety violations to appropriate supervisor or management

AVAILABILITY REQUIREMENTS

1. Flexibility: must be regularly available as necessary or desirable to meet business needs.
2. 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).
3. Must be available to travel domestically to other offices within the country.