SolarWinds

Compensation

Full Description

Key Responsibilities • Provide day-to-day desktop and application support for internal customers in the Austin office and remote users • Support end-user devices including laptops/desktops, peripherals, mobile devices, printers, and conferencing equipment • Monitor, triage, and resolve incidents and requests in the IT ticketing system, ensuring accurate real-time ticket entry and timely updates to users • Follow up with users to confirm resolution and ensure a positive support experience • Install, configure, image, and re-image company PCs, tablets, and mobile devices according to IT standards and security baselines • Troubleshoot hardware and software issues across Windows, macOS (where applicable), and common SaaS and productivity tools • Perform user account administration in Active Directory, Azure AD, and other enterprise applications (password resets, access requests, group membership, basic license management) • Maintain and contribute to the IT knowledge base, documenting recurring issues, fixes, and howto guides for end users and IT peers • Support collaboration and communication platforms (e.g., email, chat, conferencing, VoIP/contact center endpoints) and escalate complex issues as needed • Collaborate with other IT teams (network, systems, security, business applications) to resolve cross-functional issues and deliver a consistent enduser experience • Participate in on-site support activities such as new hire onboarding, hardware lifecycle (deployments/returns), and conference room / event support • Perform other duties as assigned by management in support of broader IT and business priorities Technical Skills • Solid experience supporting Windows endpoints and macOS • Strong Microsoft 365 / Office skills (Outlook, Teams, Excel, Word, PowerPoint) for both end-user and basic admin support • Basic understanding of network fundamentals (DNS, DHCP, VPN, WiFi troubleshooting) • Experience with an enterprise ticketing / ITSM platform • Experience with user provisioning and access management (Active Directory / Azure AD, group membership, basic security concepts) Preferred Qualifications • Prior experience in a global, multi-site IT environment supporting both office-based and remote employees • Exposure to Zoom or similar collaboration/telephony platforms, and modern endpoint management tools (e.g., Intune, JAMF, other MDM solutions) • Familiarity with ITIL concepts and working in an incident / request / change management framework • Industry certifications such as CompTIA A+, Network+, Microsoft, or similar are a plus