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Solarwinds Inc. Helpdesk Analyst, Senior in Austin, Texas


The Helpdesk Analyst Sr. will be a subject matter expert (SME) on end user support issues with a specific specialization on Mac components. The SME will act as a mentor to junior associates, work across IT towers on complex issues and be the domain expert for end user support.

The ideal candidate will be someone with 8 years of IT experience, a background in Mac, provisioning (JAMF) and networking support. An excellent communicator with a strive for supporting end users is critical.


  • World-class first and second level support

  • Assist in training and orientations for new hires and existing employees

  • Administer Jamf Pro

  • Formulate root cause and drive process improvement

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

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

  • Utilize AD to delete accounts, deactivate equipment, create backups, etc.

  • Support Cisco WebEx All Hands meetings

  • Provide Apple \ 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 scenartios

  • Install, confifure and support O365 productivity suite

  • Install and manage security software on desktops

  • Manage system patches


  • Oral and written English communication skills

  • 8+ years Experience supporting MAC OS or Windows environment

  • 8+ years Experience using Active directory

  • CCT of JMAF 200 CCA or JAMF 300

  • ACSP Apple Certified Support Professional for 10.14 (Mojave)

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 2019-12742

# Positions 1

Category Information Technology

Position Type Regular

Business Group SolarWinds

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