Helpdesk Analyst, Intermediate

Your Role:

Provides IT support to SolarWinds employees from Headquarters and various global locations. Addresses break-fix issues and provisions service requests.

Your Impact:

• Provide day-to-day desktop support for internal customers.
• Support for all desktop technology devices including desktops, laptops, cell phone, mobile devices, printing, wireless networking etc.
• Real-time ticket entry by utilizing, monitoring, and managing our ticketing system.
• Support and manage accounts and hardware through O365 and Microsoft Entra ID.
• Provide virtual support via live chat and remote assistance, ensuring seamless troubleshooting and problem resolution for our team.
• Follow up with users to ensure problems were resolved successfully.
• Document related issues to maintain an IT knowledgebase.
• Setup, configure, image, re-image company PCs, tablets, and mobile devices.
• Troubleshoot hardware and software problems.
• Manage user accounts for active directory and other applications.
• Provide white glove support while onboarding new executives/VIPs.
• Provide white glove support for executive/VIP incidents.
• Support executive meetings, both onsite and remote, utilizing Microsoft Teams Room hardware and management consoles.
• Other duties as assigned by management.

Your Experience:

Basic Qualifications

• Ability and willingness to learn new technologies.
• Excellent organizational skills with the ability to listen, follow up, attend to detail, and accomplish desired results verbally and/or in written form to appropriately document issues.
• Hard working, motivated, and self-directed-able to think critically.
• Strong analytical and quantitative abilities.
• Candidate must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
• Strong Microsoft Office Professional skills.
• Excellent verbal and written communication skills.
• Able to handle high volume workload in a fast-paced environment.
• Effective organization and time management skills.
• A high degree of self-motivation, commitment, and integrity.
• Ability to work independently and in a team environment.
• Strong interpersonal skills.

Preferred Qualifications

• 1 years of equivalent experience.
• Degree in MIS, IT, information systems, or related major.