Solarwinds Inc. Helpdesk Analyst, Senior in Austin, Texas


The Helpdesk Analyst Sr. will be responsible for supporting internal users, troubleshooting network problems and assisting with the operational duties of team management. Will work with customers to determine and resolve problems efficiently with customer service focus

The ideal candidate will be someone with 5 years of IT experience, a background in both networking and pc end user support, good communication skills, a college degree in Computer Science, and have the desire to provide outstanding support.


  • Identify areas of infrastructure needing improvement, incorporate these with long term goals and drive into production

  • Provide first and second level assistance to internal resources including executives

  • Provide training and orientations for new hires and existing employees

  • Provide high level of professionalism when dealing with executives and sensitive data

  • Will be required to document, track and monitor the issues to resolution.

  • Will be required to formulate root cause and drive process improvement

  • Provide hardware troubleshooting of laptops, desktops and misc. electronic devices.

  • Provide standard onboarding/terming of employees.

  • Configure and deploy desktop/laptop, create various accounts, provision phone, create VM environments if required, etc.

  • Provide de-provisioning of outgoing employees

  • Delete accounts, deactivate equipment, create backups, etc.

  • Provide Microsoft desktop support:

  • Deployment of new machines (laptops, desktops)

  • Add end user to a corporate domain

  • Manage Administrative local privileges on desktops/laptops

  • Install and configure desktop OS’s (Windows 10 and Mac OS) for various scenarios.

  • Install, configure and support MS productivity suites; Microsoft Office, Outlook, Lync etc.

  • Administer Jamf Pro or Casper Suite software

  • Install and manage security software on desktops

  • Manage system patches

  • Support VPN users

  • Assist in the administration of Active Directory

  • Assist in other operational duties (new office setup, network cabling, etc.)

  • Asset management (software and hardware)

  • Assist in the management and troubleshooting of the network infrastructure (firewalls, switches, routers, etc.)

  • Assist in the management and maintenance of a Cisco phone system (provisioning, troubleshooting)

  • Assist in the management and maintenance of a phone queue for sales and support (provisioning, troubleshooting)

  • Provide procurement of new hardware and software from various vendors, occasionally as the vendor manager


  • Oral and written English communication skills

  • 5+ years Experience supporting Windows desktop/laptop PCs, MAC OS

  • 5+ years Experience using Active directory

  • Experience with administration ofJamf Pro or Casper Suite software

  • Ability to provide help desk support for standard software packages including Microsoft productivity suite, virus software, web browsers as well as basic network support

  • Experience troubleshooting hardware issues and replacing hardware on both desktop, laptop PCs, printers, and Audio visual equipment Works with vendor support contacts to resolve technical problems


  • Extensive knowledge in Troubleshooting Windows 10 and Mac OS

  • Extensive Knowledge of Active Directory

  • Advanced knowledge on Cisco based Video conferencing administration

  • Extensive experience with Microsoft productivity suite

  • Above average knowledge of TCP/IP networks and system troubleshooting (subnets, firewall concepts, ports, and routing)

  • Extensive Knowledge of DNS, DHCP, email and IP routing

  • A+, Microsoft, or Cisco certifications are an asset

  • Advanced systems administration experience is an asset

  • Experience in a call center is an asset as phone and remote support is common

  • A Minimum College bachelor’s Degree in Computer science or similar

Location US-TX-Austin

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.

Job ID 2017-9893

# Positions 1

Category Information Technology

Position Type Permanent