Helpdesk Analyst, Intermediate

Austin, Texas

Req ID: 201429

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

Your Role:

Provides IT support to SolarWinds employees from Headquarters and various global locations. Addresses break-fix issues and provisions service requests.

Your Impact:

Provide day-to-day desktop support for internal customers.
Support for all desktop technology devices including desktops, laptops, cell phone, mobile devices, printing, wireless networking etc.
Real-time ticket entry by utilizing, monitoring, and managing our ticketing system.
Support and manage accounts and hardware through O365 and Microsoft Entra ID.
Provide virtual support via live chat and remote assistance, ensuring seamless troubleshooting and problem resolution for our team.
Follow up with users to ensure problems were resolved successfully.
Document related issues to maintain an IT knowledgebase.
Setup, configure, image, re-image company PCs, tablets, and mobile devices.
Troubleshoot hardware and software problems.
Manage user accounts for active directory and other applications.
Provide white glove support while onboarding new executives/VIPs.
Provide white glove support for executive/VIP incidents.
Support executive meetings, both onsite and remote, utilizing Microsoft Teams Room hardware and management consoles.
Other duties as assigned by management.

Your Experience:

Basic Qualifications

Ability and willingness to learn new technologies.
Excellent organizational skills with the ability to listen, follow up, attend to detail, and accomplish desired results verbally and/or in written form to appropriately document issues.
Hard working, motivated, and self-directed-able to think critically.
Strong analytical and quantitative abilities.
Candidate must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
Strong Microsoft Office Professional skills.
Excellent verbal and written communication skills.
Able to handle high volume workload in a fast-paced environment.
Effective organization and time management skills.
A high degree of self-motivation, commitment, and integrity.
Ability to work independently and in a team environment.
Strong interpersonal skills.

Preferred Qualifications

1 years of equivalent experience.
Degree in MIS, IT, information systems, or related major.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice