helpdesk analyst

SolarWinds

<div><div>At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve&mdash;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!</div>
Key Responsibilities
<ul>
<li>Provide day-to-day desktop and application support for internal customers in the Austin office and remote users</li>
<li>Support end-user devices including laptops/desktops, peripherals, mobile devices, printers, and conferencing equipment</li>
<li>Monitor, triage, and resolve incidents and requests in the IT ticketing system, ensuring accurate real-time ticket entry and timely updates to users</li>
<li>Follow up with users to confirm resolution and ensure a positive support experience</li>
<li>Install, configure, image, and re-image company PCs, tablets, and mobile devices according to IT standards and security baselines</li>
<li>Troubleshoot hardware and software issues across Windows, macOS (where applicable), and common SaaS and productivity tools</li>
<li>Perform user account administration in Active Directory, Azure AD, and other enterprise applications (password resets, access requests, group membership, basic license management)</li>
<li>Maintain and contribute to the IT knowledge base, documenting recurring issues, fixes, and how‑to guides for end users and IT peers</li>
<li>Support collaboration and communication platforms (e.g., email, chat, conferencing, VoIP/contact center endpoints) and escalate complex issues as needed</li>
<li>Collaborate with other IT teams (network, systems, security, business applications) to resolve cross-functional issues and deliver a consistent end‑user experience</li>
<li>Participate in on-site support activities such as new hire onboarding, hardware lifecycle (deployments/returns), and conference room / event support</li>
<li>Perform other duties as assigned by management in support of broader IT and business priorities</li>
</ul>
Technical Skills
<ul>
<li>Solid experience supporting Windows endpoints and macOS</li>
<li>Strong Microsoft 365 / Office skills (Outlook, Teams, Excel, Word, PowerPoint) for both end-user and basic admin support</li>
<li>Basic understanding of network fundamentals (DNS, DHCP, VPN, Wi‑Fi troubleshooting)</li>
<li>Experience with an enterprise ticketing / ITSM platform</li>
<li>Experience with user provisioning and access management (Active Directory / Azure AD, group membership, basic security concepts)</li>
</ul>
Preferred Qualifications
<ul>
<li>Prior experience in a global, multi-site IT environment supporting both office-based and remote employees</li>
<li>Exposure to Zoom or similar collaboration/telephony platforms, and modern endpoint management tools (e.g., Intune, JAMF, other MDM solutions)</li>
<li>Familiarity with ITIL concepts and working in an incident / request / change management framework</li>
<li>Industry certifications such as CompTIA A+, Network+, Microsoft, or similar are a plus</li></ul> 
 
How To Sell This Job
<ul>
<li>Impact: You're the person who keeps a software company running&mdash;when you fix something, people feel it immediately.</li>
<li>Tech exposure: Modern stack: M365, Zoom, Intune/JAMF, Azure AD, SaaS tools, contact center, etc.</li>
<li>Growth: Clear progression into senior analyst / engineering tracks; lots of chances to learn by working with network, systems, security, and app teams.</li>
<li>Environment: Austin HQ, hybrid, tight-knit IT org that knows end‑user experience matters (not a faceless call center).</li>
<li>Stability + product pride: You're supporting colleagues at a well-known infrastructure software company, not random tickets from the internet.</li>
</ul><div>
SolarWinds 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.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice</div></div>

Helpdesk Analyst

Federal Home Loan Bank of Pittsburgh

<div>Position Summary
The Help Desk Analyst serves as a key liaison between frontline support and engineering teams. This role is responsible for advanced troubleshooting of complex or high-priority technical issues, ensuring timely resolution and maintaining exceptional customer satisfaction.
Beyond issue resolution, the Help Desk Analyst leads the development and maintenance of comprehensive knowledge base articles and training materials to support new technologies and evolving processes. By driving documentation standards and knowledge sharing, this position enhances team efficiency, fosters continuous learning, and strengthens the overall support framework within the organization
.
Key responsibilities include:
<ul><li>Serving as the primary escalation point for Level 1 technicians on challenging or time-sensitive cases.
</li><li>Acting as a bridge to engineering teams for deeper technical analysis and resolution.
</li><li>Performing advanced diagnostics and troubleshooting across multiple systems and platform.
</li><li>Creating and maintaining detailed knowledge base content and process documentation.
 </li><li>Developing training resources and onboarding materials for emerging technologies and tools.
</li><li>Promoting best practices to improve Helpdesk workflows and customer experience.
</li></ul>Primary Success Factors
<ul><li>Act as the primary escalation point for Helpdesk tickets requiring advanced troubleshooting or urgent resolution.
</li><li>Provide Level 2 support for Windows desktop, end user hardware, M365 collaboration tools, and AVD connectivity issues.
</li><li>Demonstrates strong knowledge in the administration of Microsoft applications such as Microsoft Office 365 and Azure environments including but not limited to Azure Active Directory, Exchange Online, SharePoint Online, MS Teams, OneDrive and Intune for mobile device management.
</li><li>Document Helpdesk workflows, troubleshooting guides, and standard operating procedures.
</li><li>Creates and maintains knowledge base articles that&rsquo;s located in ticketing system.
</li><li>Develop and maintain training materials for Helpdesk staff to improve technical proficiency and service quality.
</li><li>Collaborate with IT teams and vendors to resolve issues beyond Helpdesk level 1 scope.
</li><li>Ensure compliance with organizational policies and security standards during support activities.
</li><li>Participate in team knowledge-sharing sessions and contribute to continuous improvement initiatives.
</li><li>Researches, resolves and responds to complex customer problems in a timely manner, providing excellent listening and verbal skills, including being courteous and kind with the customer's needs in mind.
</li><li>Provides communication to managers, teams, IT and business units to ensure problems and project needs are addressed in a timely fashion.
</li><li>Works directly with customers and peers to reproduce, resolve and document issues for server administrators and security engineers to take appropriate corrective action, continuously communicating status updates to leadership and deliver solutions
</li><li>Demonstrates commitment to welcome, value and foster a climate that promotes and fully leverages team diversity. Participates in employee development through training and technology transfer to existing technical support team members.
</li></ul>Required Experience
<ul><li>Bachelor&rsquo;s degree in Information Systems, Computer Science, or equivalent work experience.
</li><li>Minimum of 2 years hands-on technical support experience working in Information Technology on a Helpdesk or ServiceDesk environment.
</li><li>Two years of experience with Windows OS Solutions and M365 environments.
</li><li>Proven experience with providing comprehensive technical support, as well as creating technical documentation.
</li><li>Ability to become aware of new technologies, either through training and/or on-the-job experience.
</li><li>Knowledge of the legislative and regulatory process
</li><li>Strong problem-solving and troubleshooting skills for Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), and end-user hardware technologies.
</li><li>Ability to communicate technical information clearly to non-technical users.
</li><li>Experience in creating documentation and training resources.
</li><li>Strong knowledge of ticketing systems and IT support best practices.
</li><li>Customer-focused mindset with strong interpersonal skills.
</li></ul>Candidates with 3 or more years of hands-on technical support experience may be considered for an alternative role.
It is the policy of the Federal Home Loan Bank of Pittsburgh to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, religion, color, sex, national origin, age, disability status, genetic information, veteran's status, ancestry, sexual orientation or status as a parent as defined by applicable law. It is the Bank's policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.</div>

Help Desk Analyst

City of Pasadena, TX

<div>
 
 
 Duties:
 
 
 The Helpdesk Support Analyst works in conjunction with all IT Department team members. Responsible for the help desk support and management of vendor accounts Primary responsibilities will include vendor quotes and vendor accounts. Helpdesk: Answers helpdesk calls and email, assisting users with basic software and logging work order for advanced problems. Vendor Quotes and account management: Get vendor quotes for specifications provided, enter requisitions, follow purchase orders, receive/check shipments when delivered, process invoices and maintain vendor files. Phones: Assist with telephone accounts and maintain the City's internal phone book. General: Assist the IT Department team as needed and providing support with projects if required. Other general office duties. Must have and maintain, without interruption, required certifications and licenses. Works assigned schedule and complies with the City's timekeeping and attendance policies.
 
 
 
 
 Qualifications
 
 
 Associate's degree in computer field with at least one year of related experience, or an equivalent combination of experience and training. One to three years of experience supporting desktop systems and applications of similar scope. Valid Texas Driver's License and good driving record.
 
 
 The City of Pasadena offers
 
 very generous benefits to all full-time employees
 
 . For example:
 
 
 <ul>
 <li>
 Employee-only medical insurance starts as low as $15 per month and the most expensive Employee &amp; Family plan is less than $350 per month.
 </li>
 <li>
 The City has its own medical clinic staffed with a M.D. and two medical assistants. Employees and their covered dependents over the age of 5 can visit the clinic FREE OF CHARGE.
 </li>
 <li>
 Employees and their covered dependents also have access to Virtual Visits with a medical professional FREE OF CHARGE.
 </li>
 <li>
 The City offers college tuition reimbursement of up to $3,500 per year.
 </li>
 <li>
 As an employee, you will contribute a portion of your salary each pay-period towards your retirement and the City will match your contribution by 200%. Example, if you contribute $100, the City will contribute $200.
 </li>
 <li>
 Civilian employees accumulate vacation at the following rates:
 </li>
 <ul>
 <li>
 Less than 6 years of service - two weeks of vacation per year.
 </li>
 <li>
 From 6 to less than 11 years of service - three weeks of vacation per year.
 </li>
 <li>
 From 11 to less than 21 years of service four weeks of vacation per year.
 </li>
 <li>
 From 21 to less than 26 years of service five weeks of vacation per year.
 </li>
 <li>
 From 26 years of service and up six weeks of vacation per year.
 
 </li>
 </ul>
 </ul>
 Salary: $18.55 - $22.50 per hour
 
 
 
 Job Posted by ApplicantPro
 
</div>

Help Desk Support Analyst I

All Lines Technology

<div>The role of the Service Desk Tier 1 Analyst is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable. In addition, will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse. They will gather and analyze information about the users issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. Tier 1 Analysts are responsible for meeting the Service Desk Service Level Agreement and KPI metrics<ul><li>
Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.</li><li>
Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues.</li><li>
Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)</li><li>
Escalates/Coordinates with 2nd level support with Tier II to resolve problems when necessary.</li><li>
Assists peers with troubleshooting, SD processes and procedures.</li><li>
Maintains ticket queues by actively communicating with customers and peers.</li><li>
Must be able to act with a sense of urgency and commitment to resolve issues under pressure</li></ul>
Minimum Requirements :<ul><li>
Associates degree in Information Technology or equivalent</li><li>
1-3 years working experience in a Service Desk Role</li><li>
A+ preferred.</li><li>
HDI HelpDesk Professional or ITIL Foundations Required</li><li>
Basic Network Administration</li><li>
Knowledge of hardware and software</li><li>
Protocol and OS Knowledge:</li><li>
Experience with Windows operating systems is required.</li><li>
Experience with IOS required</li><li>
Experience handling customer technical support calls.</li><li>
Ability to effectively explain technical information to people with less technical knowledge.</li><li>
Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.</li></ul></div>

Service Desk Analyst

Icann

<div><div>Job Summary:
We are looking for a Global Support Analyst I (temporary - part-time) to assist ICANN customers through email support, and provide assistance to internal departments as needed.
The Analyst uses pre-written responses/Knowledge Base articles for customer inquiries. The Global Support Analyst I (temporary - part-time) assists ICANN customers through email support, and provides assistance to internal departments as needed. This is an Entry Level, part-time role that provides support to our customers on the weekends (Saturday and Sunday only). 
Key Responsibilities &amp; Duties:<ul><li>
Responds to customer service inquiries using pre-written responses.</li><li>
Handles basic inquiries with minimal assistance.</li><li>
Consistently works on and handles cases systematically as they arrive in the queue.</li><li>
Collaborates with ICANN staff to resolve inquiries.</li><li>
Manages opens cases and follows up to ensure cases are resolved within defined Service Level Targets (SLTs).</li><li>
Performs against set KPIs such as customer service satisfaction scoring received through survey feedback.</li><li>
Performs all case handling and tasks with high quality and in line with ICANN policies and procedures.</li><li>
Ensures smooth transfer of case assignment between team members across all offices and time zones as required.</li><li>
Supports internal stakeholders as needed.</li><li>
Other duties as assigned or requested.</li></ul>
Required Knowledge, Skills, and Abilities (KSAs):
(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)<ul><li>
Broad knowledge and previous experience in providing Customer Support via email or and ticketing system preferred.</li><li>
Excellent verbal and written communication skills.</li><li>
Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments.</li><li>
Demonstrated ability to interact professionally with a diverse group/executives/customers/ managers/subject matter expert.</li><li>
Exceptional attention to detail.</li><li>
Highly organized with the ability to multi-task.</li><li>
Strong analytical and problem-solving skills.</li><li>
Contributes to a professional, collaborative and rewarding work environment.</li><li>
Very customer service oriented; considerate and friendly demeanor towards customers.</li><li>
CRM software (Salesforce preferred) or helpdesk ticketing system and Microsoft Office Word and Excel (intermediate level) experience preferred.</li><li>
Experience with Jira, Smartsheet, Google Workspace, Slack and Zoom is a plus but not required</li></ul> 
Education and Experience Requirements:<ul><li>
Bachelor&rsquo;s degree preferred.</li><li>
Previous experience in customer support or administrative roles within a corporate environment; multi-channel support experience preferred.</li><li>
Background in data analytics is a plus, but not required.</li></ul> 
Language:<ul><li>
Fluency, both written and spoken, in English is required.</li><li>
ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.</li></ul> 
Working Conditions &amp; Physical Requirements:<ul><li>
Part-time, remote position.</li><li>
While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.</li></ul>
</div><div><div><div><div>Targeted Base Salary Low:
</div></div><div></div><div><div>Targeted Base Salary High:
</div></div></div></div><div></div><div><div><div><div>Note: The salary range provided here is a general estimation for the position at the time of posting based on the primary location. Salary ranges vary based upon geographic regions and countries. Final compensation packages take into consideration of a variety of factors including but not limited to a candidate&rsquo;s location, work experience, knowledge, skills and other compensable factors.</div></div></div></div></div>

Global Support Analyst I - Temporary Position, Part-Time

SaviLinx

<div>JOB TITLE: Desktop Analyst

DEPARTMENT: Information Technology

REPORTS TO: Director of Information Technology

FLSA Status: Non-Exempt 
OUR GUIDING PRINCIPLES:
Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worth of Trust from all Stakeholders 


OVERVIEW:

Providing exceptional customer service with first point of contact, clear communication, in-alignment with policies that promote user training and secure endpoint management. Oversees Windows 11 deployment/redeployment via Autopilot, ensures compliance with Intune and RMM tools, and maintains meticulous asset tracking and documentation. Provides day-to-day administration across Microsoft 365, Entra ID (Azure AD), Intune, Autopilot, and common SaaS apps; coordinates vendor procurement and RMAs; collaborates with Systems Administrators to monitor and test configuration policies and consistently adheres to helpdesk metrics, SOPs, and security standards. Strong focus on security awareness, reporting and security training. 

ESSENTIAL FUNCTIONS:
<ul>
<li>Provides the first point of contact for end-user technical support and request.</li>
<li>Ability to work in a dynamic environment while providing nearly 100% uptime.
</li><li>Demonstrates excellent customer service and clear communication.
</li><li>End-user education in alignment with computer use policy and security policy.</li>
<li>Training.</li>
<li>Deploying and redeploying Windows 11 systems using Autopilot.</li>
<li>Assist with application installation, patching and deployment using Intune, RMM and Company Portal.</li>
<li>Assist with endpoint vulnerability assessment, endpoint hardening and monitoring.</li>
<li>Responding to variety of break-fix requests in a Windows 11 environment.</li>
<li>Support users with secure sign-in methods including Windows Hello for Business (WHFB), Multi-Factor Authentication (MFA), Passwordless login, FIDO keys, and phishing-resistant authentication protocols</li>
<li>Monitoring and ensuring endpoint compliance using Intune and RMM tools.</li>
<li>Asset management, tracking and documentation.</li>
<li>Working with outside vendors to obtain hardware and facilitate RMA requests.</li>
<li>Intermediate understanding of Day 2 Day administration in Office 365, Entra AD, Intune, Autopilot and various SaaS tools.</li>
<li>Extensive documentation skills when maintaining records of tickets, asset management, RMA, knowledgebase, SOP and Runbooks.</li>
<li>Ability to adhere to strict guidelines relating to Helpdesk metrics, ticket processing, following SOP and company policies.</li>
<li>Working closely with Systems administrators to monitor, report, and test configuration policies and procedures.</li>
<li>Awareness and compliance with security policy, reporting and end-user education.</li></ul> 


SUPERVISORY RESPONSIBILITY:

This position does not have supervisory responsibility. 


QUALIFICATIONS:
<ul>
<li> Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field preferred.</li>
<li> 2&ndash;5 years of experience in IT analysis, systems support, cloud support or related roles.</li>
<li> Proficiency in Office 365, SharePoint, Entra (Azure AD), Intune, Autopilot and SaaS tools</li>
<li> Familiarity with IT security protocols and Windows hardening.
 </li><li>Strong problem-solving and project management skills.</li>
<li> Excellent verbal and written communication abilities.</li>
<li> Knowledge of cloud based tools and environments.
</li> <li>Prior experience in customer service or help desk environments.</li>
<li> Demonstrated effective oral, written, and interpersonal communication skills.</li> 
</ul>
PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.
Communicating with others to exchange information.

Repeating motions that may include the wrists, hands, and/or fingers.

Assessing the accuracy, neatness, and thoroughness of the work assigned.

Travel may be required. 


EXPECTED WORKDAYS/ HOURS:

Must be available and willing to work as directed based on operational needs. On-call availability to accommodate the IT off-hours coverage plan may be required. The company reserves the right to change the expected workdays/hours with or without notice. This is not a remote position. 


OTHER DUTIES AS ASSIGNED:

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. 


EQUAL EMPLOYMENT OPPORTUNITY
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER</div>

Desktop Analyst

Washington Regional Medical Center

<div>Organization Overview, Mission, Vision, and Values
Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News &amp; World Report. We employ 3,400+ team members and serve the region with over 40 clinic locations, the region&rsquo;s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.
Position Summary
The role of the PC Tech reports to the PC Tech Supervisor. This position is responsible for maintaining multiple hardware components and applications. This position will assist with triage, support, and resolution of issues reported to the helpdesk.
Essential Position Responsibilities
<ul><li>Partner with senior techs and admins to learn and support multiple systems at a helpdesk level</li><li>
Create, update, and ensure timely completion of helpdesk tickets</li><li>
Partner with internal and external clients to resolve issues</li><li>
Support multiple devices including computers, laptops, printers, and scanners</li><li>
Assist with device imaging and replacement</li></ul>
Qualifications<ul><li>
Education: High school diploma or GED, required.
</li><li>Licensure and Certifications: CompTia A+ and Network+, preferred.
</li><li>Experience: Previous experience in an information technology role, preferred.
</li></ul>Work Environment: This position will spend 80% of time sitting while performing work in a standard office environment. This position will spend 20% of time standing and/or walking while pushing, pulling, lifting, and/or carrying up to 50 pounds.</div>

PC Tech (Full-Time, Monday-Friday)

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