Helpdesk Analyst

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 how‑to 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 end‑user 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, Wi‑Fi 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

How To Sell This Job

• Impact: You're the person who keeps a software company running—when you fix something, people feel it immediately.
• Tech exposure: Modern stack: M365, Zoom, Intune/JAMF, Azure AD, SaaS tools, contact center, etc.
• Growth: Clear progression into senior analyst / engineering tracks; lots of chances to learn by working with network, systems, security, and app teams.
• Environment: Austin HQ, hybrid, tight-knit IT org that knows end‑user experience matters (not a faceless call center).
• Stability + product pride: You're supporting colleagues at a well-known infrastructure software company, not random tickets from the internet.