Senior Helpdesk Analyst

SolarWinds•Austin, TX

4d•Onsite

About The Position

SolarWinds is hiring a Senior Helpdesk Analyst to provide day-to-day desktop and application support to internal customers in the Austin office and to remote users. The role supports end-user devices and collaboration tools, handles incidents and service requests through the IT ticketing system, and helps deliver a consistent, positive end-user support experience. The position is fully onsite, working from the office five days per week.

Requirements

A minimum of 3–5 years of experience.
Solid experience supporting Windows endpoints and macOS.
Strong Microsoft 365 / Office skills, including Outlook, Teams, Excel, Word, and PowerPoint, for end-user and basic administrative support.
Basic understanding of network fundamentals, including DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Experience with an enterprise ticketing / ITSM platform.
Experience with user provisioning and access management, including Active Directory / Azure AD, group membership, and basic security concepts.
Ability to work fully onsite from the office five days per week.

Nice To Haves

Prior experience in a global, multi-site IT environment supporting office-based and remote employees.
Exposure to Zoom or similar collaboration/telephony platforms and modern endpoint management tools such as Intune, JAMF, or other MDM solutions.
Familiarity with ITIL concepts and incident, request, and change management frameworks.
Industry certifications such as CompTIA A+, Network+, Microsoft, or similar.

Responsibilities

Provide day-to-day desktop and application support for internal customers in the Austin office and remote users.
Support laptops, desktops, peripherals, mobile devices, printers, and conferencing equipment.
Monitor, triage, and resolve incidents and requests in the IT ticketing system; enter tickets accurately and provide timely updates to users.
Follow up with users to confirm resolution and ensure a positive support experience.
Install, configure, image, and re-image company PCs, tablets, and mobile devices according to IT standards and security baselines.
Troubleshoot hardware and software issues across Windows, macOS where applicable, and common SaaS and productivity tools.
Administer user accounts in Active Directory, Azure AD, and other enterprise applications, including password resets, access requests, group membership, and basic license management.
Maintain and contribute to the IT knowledge base by documenting recurring issues, fixes, and how-to guides for end users and IT peers.
Support collaboration and communication platforms, including email, chat, conferencing, and VoIP/contact center endpoints; escalate complex issues as needed.
Collaborate with network, systems, security, and business applications teams to resolve cross-functional issues and provide a consistent end-user experience.
Participate in on-site support activities, including new-hire onboarding, hardware deployments and returns, and conference room and event support.
Perform other duties assigned by management in support of broader IT and business priorities.