IT Desk Support Technician

| Greater LA Area

WHO WE ARE LOOKING FOR:

The Desktop Support Technician is specifically focused on providing hands on desktop support for The Trade Desk's internal clients; primarily through face to face interactions as well as telephone & remote support. Excellent customer support and help desk ticket management are critical responsibilities in this position. This jr-mid level 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 is expected to assist with general user administration to manage and grant standard user access to The Trade Desk's 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 WILL BE DOING:

  • Provides timely attention to all internal Help desk 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 requester 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 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 work day
  • Assists with planned maintenance; Performs user adds, moves, and changes
  • Participates in repairs, cleans and maintains The Trade Desk's 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 Quality Management System (QMS), Information Security, Regulatory Compliance and process requirements as they apply to their area of responsibility
  • Other duties as assigned

WHAT YOU BRING TO THE TABLE:

  • 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 HP printers, peripherals and Lenovo/HP/Apple desktops required
  • Basic knowledge of iOS and Android mobile devices required
  • Able to maintain confidentiality of information and systems required
  • Able to learn Imaging Software to load images and programs as required
  • Conduct that supports the company’s ethics, core values, and compliance programs

EDUCATION & EXPERIENCE

  • High School Diploma or GED required
  • Bachelor’s degree in related IT field, or appropriate IT Certification highly desired
  • 2-5 years of experience in a similar hands-on role required, with a solid understanding of MS Windows 7/8/10 Professional and OSX 10.x
  • 1-3 years working with remote users for troubleshooting and new system setups required, experience with supporting international users a huge plus
  • Previous experience working at a startup is preferred
  • Prior experience working with an IT ticket/request system is highly desired

PHYSICAL DEMANDS

  • Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day
  • Position requires the ability to speak and hear 50% of the time
  • Must be able to lift up to 50 pounds

SAFETY REQUIREMENTS

  • 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
  • Must be willing to report safety violations and potential safety violations to appropriate supervisor or management

AVAILABILITY REQUIREMENTS

  • Attendance: 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's 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

The 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.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • FluxLibraries
    • ASP.NETFrameworks
    • AerospikeDatabases
    • SQL ServerDatabases
    • VerticaDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

Our LA office is across the street from the Promenade at Howard Hughes Center, offering a wide range of amenities with easy freeway access.

An Insider's view of The Trade Desk

How would you describe the company’s work-life balance?

It’s not uncommon in our Ventura office for several engineers to go surfing on their lunch break or when the waves are just right. For those of us who can’t seem to swim, we tend to play basketball during lunch. Others like to take hikes behind the office along the hillside, work out or even run along the beach.

Ephraim

Data Specialist

How do you collaborate with other teams in the company?

We work in pods of 3-4 per client. Each pod has a trader, account executive, and account manager. Typically, account managers handle the daily communication with the client, provide platform training, support traders in optimizing/troubleshooting campaigns, and support sales. The three roles are indispensable to each client .

Amy

Account Coordinator

How does the company support your career growth?

Everyone at The Trade Desk invests in each other’s growth. Management is very good about keeping up with everyone and understanding what your career plans are to help work with you in achieving them. The best part is being able to work together with a brilliant team to learn and grow together so you are never alone.

Nathan

Trading Specialist

How do your team's ideas influence the company's direction?

One of my favorite meetings is our monthly product pitch where employees from all over the company get to pitch their ideas to our senior leadership and product teams. We are a product driven company and nothing informs the direction of our business more than having a say in what we should build next.

Alex

VP, Client Services & Strategy

What’s the vibe like in the office?

People come to the office to get their work done, but also want to enjoy their time in the office as well. We all take turns DJ’ing the Bluetooth speaker in the office and taking music requests from others. There’s constant collaboration and communication going on between all teams in the office.

Katie

Senior Account Manager

What are The Trade Desk Perks + Benefits

The Trade Desk Benefits Overview

At The Trade Desk we think what you do outside the office is just as important as what you do inside the office, which is why we offer a range of benefits to help our employees lead a healthy and balanced life. We offer competitive benefits ranging from parental leave to savings and investments plan that help you plan for the future. We have offices around the world and they all have something that makes them unique, whether there's a fridge stocked with local craft beer, or daily ping pong tournaments, there's always something fun happening at our TTD offices.

Culture
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking

Additional Perks + Benefits

Friendly Nerf wars, Foosball tourneys, and good vibes...our LA office is centered around bringing your whole self to work.

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