Senior Information Technology Support Analyst

The Senior IT Support Analyst is specifically focused on administering and supporting IT services at multiple sites in the country; through face-to-face interactions and remote support. Excellent customer support and Helpdesk ticket management are critical responsibilities in this position. The successful candidate will be expected to work in a hands-on capacity as well as leverage direct staff and / or third-party resources as applicable. The position requires broad IT understanding in desktop & laptop hardware, networking principals, OS, endpoint management systems, productivity applications, conferencing technology and desktop support to meet the IT department service level objectives. The position will require some short-term travel to other sites in the country for IT support and possibly within the region for project-related activities.

Essential Functions

• 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
• 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.
• 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
• Participates in repairs and maintains THE TRADE DESK hardware and other equipment as needed, including desk relocations.
• Assists with planned maintenance and office events where IT support is required
• Provides initial incident response for unplanned system outages. Escalates and engages the relevant THE TRADE DESK personnel as appropriate
• Creates and maintains documentation for IT standards, policies, procedures and knowledgebase.
• Assists with supporting video conferencing tools and infrastructure including audio visual systems
• Makes pragmatic recommendations on system and process enhancements
• Assists with hardware inventory and asset management
• Maintains a high level of communication and positive professional relations with our current and / or future vendors and suppliers
• Leverages best practices approach towards projects, implementations, and issue resolution; ability to provide status updates and reports
• 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
• Travels to other offices in country to provide IT onsite support, maintain the health of IT systems and manage inventory.
• Participates in office relocation and expansion projects taking responsibility for end user relocations
• Works with local leadership to understand issues and requests and escalates those requests to IT Management.
• Other duties as assigned

Knowledge, Skills and Abilities

Education and Experience

SAFETY REQUIREMENTS

AVAILABILITY REQUIREMENTS

Skills Required

productivity applications , Ms Office 365, Ms Windows, Mac Os, Desktop Support