Senior 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 Intermediate will be a subject matter expert (SME) on end user support issues with a specific specialization on Mac and Windows components. May be responsible for the resolution of escalated issues of higher difficulty. The ideal candidate will be someone with 3 years of IT experience, a background in 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 Global Service Desk: Provide support to other employees of the company via the normal assistance channels, including but not limited to: Work with the local leadership team to provide proactive support and be a point of escalation Work on projects from planning stage to completion Meet or exceed company metrics and standards in the areas of communication, ticket management protocols, and related areas Complete and maintain all appropriate documentation associated with Help Desk support work Responsible for asset lifecycle management 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 Deployment of new machines (laptops, desktops) Qualifications 5 years of Help Desk / Desktop Support experience. Advanced problem-solving skills; ability to quickly diagnose and solve technology problems related to email, connectivity, mobile devices, and related Superb organization and prioritization skills Persistence, resourcefulness, drive and ability to work proactively Excellent written and verbal communication skills; ability to explain technical issues to non-technical staff, including staff at the executive level Knowledge of best practices in customer support and service, with focus on “white glove” customer service Excellent interpersonal skills and strong ethic of service Calm and poised demeanor, even when under pressure Ability to manage and maintain confidential and/or sensitive information Windows and Microsoft Office experience Working experience of Jamf Pro, System Center Configuration Manager (SCCM), Azure AD, and Windows AutoPilot Good knowledge Microsoft Windows 10, Microsoft Office 365, Apple iOS (iPhone & IPad).