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