{"id":3041339,"url":"https://alion.io/job/solarwinds-senior-helpdesk-analyst","title":"Senior Helpdesk Analyst","company":{"id":58818,"name":"SolarWinds","domain":"solarwinds.com","url":"https://alion.io/company/solarwinds","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":50,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":74000,"max_usd":153000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Outlook","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-21T19:53:08Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-26T23:58:20Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\nThe 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!\nKey Responsibilities\nProvide day-to-day desktop and application support for internal customers in the Austin office and remote users\nSupport end-user devices including laptops/desktops, peripherals, mobile devices, printers, and conferencing equipment\nMonitor, triage, and resolve incidents and requests in the IT ticketing system, ensuring accurate real-time ticket entry and timely updates to users\nFollow up with users to confirm resolution and ensure a positive support experience\nInstall, configure, image, and re-image company PCs, tablets, and mobile devices according to IT standards and security baselines\nTroubleshoot hardware and software issues across Windows, macOS (where applicable), and common SaaS and productivity tools\nPerform user account administration in Active Directory, Azure AD, and other enterprise applications (password resets, access requests, group membership, basic license management)\nMaintain and contribute to the IT knowledge base, documenting recurring issues, fixes, and how-to guides for end users and IT peers\nSupport collaboration and communication platforms (e.g., email, chat, conferencing, VoIP/contact center endpoints) and escalate complex issues as needed\nCollaborate with other IT teams (network, systems, security, business applications) to resolve cross-functional issues and deliver a consistent end-user experience\nParticipate in on-site support activities such as new hire onboarding, hardware lifecycle (deployments/returns), and conference room / event support\nPerform other duties as assigned by management in support of broader IT and business priorities\nRequired Qualifications\nMinimum of 3 - 5 years experience\nSolid experience supporting Windows endpoints and macOS\nStrong Microsoft 365 / Office skills (Outlook, Teams, Excel, Word, PowerPoint) for both end-user and basic admin support\nBasic understanding of network fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting)\nExperience with an enterprise ticketing / ITSM platform\nExperience with user provisioning and access management (Active Directory / Azure AD, group membership, basic security concepts)\nPreferred Qualifications\nPrior experience in a global, multi-site IT environment supporting both office-based and remote employees\nExposure to Zoom or similar collaboration/telephony platforms, and modern endpoint management tools (e.g., Intune, JAMF, other MDM solutions)\nFamiliarity with ITIL concepts and working in an incident / request / change management framework\nIndustry certifications such as CompTIA A+, Network+, Microsoft, or similar are a plus\nThis role is fully onsite and requires working from the office five days per week.\nSolarWinds 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.\nAll applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice","description_format":"text","description_chars":3978,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Service & Asset Management","Observability & APM"],"lifecycle":[{"event":"open","at":"2026-10-21T22:50:10Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":50,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/solarwinds-senior-helpdesk-analyst","json_url":"https://alion.io/job/solarwinds-senior-helpdesk-analyst.json","meta":{"generated_at":"2026-10-27T04:09:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3592,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58818},"rest":"https://alion.io/mcp/rest/get_company?id=58818"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsolarwinds-senior-helpdesk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsolarwinds-senior-helpdesk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsolarwinds-senior-helpdesk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/solarwinds-senior-helpdesk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsolarwinds-senior-helpdesk-analyst"}]}