Helpdesk Analyst

About the Role

Join SolarWinds, a people-centered company dedicated to enhancing lives of employees, customers, and partners with secure, effective solutions. This position is ideal for individuals who thrive in fast-paced, innovative settings and are committed to teamwork, accountability, and growth. As a Helpdesk Analyst, you will be an essential part of the global IT department, offering high-quality technical support to colleagues both onsite in Cork and remotely across EMEA.

Primary Responsibilities

• Deliver daily desktop and application support for employees in the Cork office and remote users throughout EMEA.
• Manage end-user devices such as laptops, desktops, peripherals, mobile devices, printers, and conferencing tools.
• Handle incidents and service requests using the IT ticketing system, ensuring comprehensive documentation and timely updates to users.
• Verify issue resolution with users to maintain a positive support experience.
• Install, configure, and re-image company devices in compliance with IT security standards.
• Troubleshoot hardware and software problems on Windows, macOS, Linux, and various SaaS productivity applications.
• Administer user accounts, including password resets, permissions, and license management in Active Directory and Azure AD.
• Contribute to the IT knowledge base with guides and documentation for recurring issues.
• Support communication platforms such as email, chat, Zoom, and VoIP, escalating advanced issues as necessary.
• Collaborate cross-functionally with network, systems, security, and business applications teams to resolve complex problems.
• Assist with new hire onboarding, including account setup and equipment provisioning in the Cork office.
• Participate in hardware lifecycle management including deployments, upgrades, and returns.
• Engage in local and international IT projects enhancing user experience, device management, and security.
• Perform additional tasks assigned by management aligned with IT and organizational objectives.

Required Qualifications

• Degree in MIS, IT, Computer Science, Information Systems, or equivalent hands-on support experience of at least two years.
• Capacity and enthusiasm for learning emerging technologies and adapting to evolving processes.
• Strong organizational abilities with focus on details and effective documentation.
• Excellent communication and customer service skills in English, equivalent to CEFR B2–C1 or higher.
• Ability to manage a demanding workload in a fast-moving environment with effective prioritization.
• Self-driven, proactive, and comfortable working independently or within teams.
• Proven experience supporting Windows and macOS systems in corporate environments.
• Competency in Microsoft 365 applications including Outlook, Teams, Excel, Word, and PowerPoint for both user support and basic administration.
• Basic knowledge of networking fundamentals such as DNS, DHCP, VPN, Wi-Fi troubleshooting, and understanding of OSI layers.
• Experience utilizing enterprise ITSM platforms like Jira Service Management, ServiceNow, or Zendesk.
• Familiarity with user provisioning and access management in Active Directory and Azure AD.

Preferred Skills

• Experience working within a global, multi-location IT environment supporting both on-site and remote staff.
• Exposure to modern endpoint management tools such as Intune or JAMF and understanding of security best practices.
• Knowledge of ITIL frameworks and working within incident, request, and change management processes.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are advantageous.

Career and Workplace Highlights

• You will be a trusted IT partner on-site in Cork, not just a remote helpdesk operator.
• Clear opportunities for advancement toward senior helpdesk or specialized roles in IT systems, network, or security.
• Hands-on involvement in significant projects like global laptop refreshes and security reinforcement.
• A modern technology environment including Windows 11, macOS, Microsoft 365, Zoom, Intune/JAMF, Azure AD, and cloud services.
• Work with a collaborative team that supports a hybrid model with office presence in Cork city.

Equal Opportunity Employment

SolarWinds values diversity and is committed to providing equal employment opportunities regardless of race, religion, gender identity, sexual orientation, disability, or any legally protected characteristics. Applications are handled per company privacy policies.