What are the responsibilities and job description for the Helpdesk Analyst position at SolarWinds?
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!
Key Responsibilities
- Provide day-to-day desktop and application support for internal customers in the Austin office and remote users
- Support end-user devices including laptops/desktops, peripherals, mobile devices, printers, and conferencing equipment
- Monitor, triage, and resolve incidents and requests in the IT ticketing system, ensuring accurate real-time ticket entry and 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
- Perform user account administration in Active Directory, Azure AD, and other enterprise applications (password resets, access requests, group membership, basic license management)
- Maintain and contribute to the IT knowledge base, documenting recurring issues, fixes, and how‐to guides for end users and IT peers
- Support collaboration and communication platforms (e.g., email, chat, conferencing, VoIP/contact center endpoints) and escalate complex issues as needed
- Collaborate with other IT teams (network, systems, security, business applications) to resolve cross-functional issues and deliver a consistent end‐user experience
- Participate in on-site support activities such as new hire onboarding, hardware lifecycle (deployments/returns), and conference room / event support
- Perform other duties as assigned by management in support of broader IT and business priorities
Technical Skills
- Solid experience supporting Windows endpoints and macOS
- Strong Microsoft 365 / Office skills (Outlook, Teams, Excel, Word, PowerPoint) for both end-user and basic admin support
- Basic understanding of network fundamentals (DNS, DHCP, VPN, Wi‐Fi troubleshooting)
- Experience with an enterprise ticketing / ITSM platform
- Experience with user provisioning and access management (Active Directory / Azure AD, group membership, basic security concepts)
Preferred Qualifications
- Prior experience in a global, multi-site IT environment supporting both office-based and remote employees
- Exposure to Zoom or similar collaboration/telephony platforms, and modern endpoint management tools (e.g., Intune, JAMF, other MDM solutions)
- Familiarity with ITIL concepts and working in an incident / request / change management framework
- Industry certifications such as CompTIA A , Network , Microsoft, or similar are a plus
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