Associate Helpdesk Analyst

Overview 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! Your Role: The Helpdesk Analyst Associate will be a subject matter expert (SME) on end-user support issues with a specific specialization in Mac and Windows components. The ideal candidate will be someone with 3 years of IT experience, a background in processing Windows and Mac, provisioning (JAMF Pro, System Center Configuration Manager (SCCM), Azure AD, and Windows Autopilot) and Help Desk operations. An excellent communicator with a strive for supporting end users is critical. Responsibilities Responsible to support level 1 for Analytics team Provide remote support for HD queue and Virtual tech bar (Online MSFT Teams support) of all locations. Responsible for asset lifecycle management Provide first level assistance to internal resources including executives Provide high level of professionalism when dealing with employees Will be required to document, track, and monitor the issues to resolution. 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, 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 Office 365. Install and manage security software on desktops Support VPN users Assist in the administration of Active Directory Qualifications 3 years of Help Desk / Desktop Support experience. Windows and Microsoft Office experience Oral and written English communication skills Good knowledge of Microsoft Windows 10, Microsoft Office 365, Apple iOS (iPhone & iPad). Basic understanding of Network Protocols i.e. (TCP/IP, DNS, DHCP etc.)