The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media-buying platform that helps brands deliver a more insightful and relevant ad experience for consumers - and sets a new standard for global reach, accuracy, and transparency. So if you're talented, driven, creative, and hungry to bring something entirely new and wildly ambitious into the world (and have some fun doing it), then we want to talk. What we do: 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 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 if able. Re-allocates 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 refresh on pre-determined cycle Assists in the support, monitoring, testing and troubleshooting user, telephony and PC system related hardware and software problems within The Trade Desk enterprise; including all custom and commercial applications. Involves 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 for their regular workday Assists with planned maintenance; Performs user adds, moves, and changes Participates in repairs, cleans and maintains The Trade Desk 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, end-point security and all other The Trade Desk systems Assists with key meeting IT coordination and support of collaboration and voice systems usage 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 2 - 4+ years of relevant experience in a similar hands-on role or relevant coursework required. Should have a solid understanding of MS Windows 10 Professional and macOS 10.x Ability to work with remo