Helpdesk Analyst (CONFIDENTIAL)

 

The Helpdesk Analyst is a front-line member of the global IT team, providing high‑quality technical support to SolarWinds employees in the Cork office and across EMEA. You will resolve end‑user issues, manage requests through our ticketing system, and ensure colleagues can reliably use the tools and services they need to do their jobs.

This role is hands-on, office-based part of the week, and well suited to someone who enjoys troubleshooting, learning new technologies, and working with international teams in a fast-paced environment.

Key Responsibilities

• Provide day-to-day desktop and application support for internal customers in the Cork office and remote users across EMEA
• 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/ITSM system, ensuring accurate real-time ticket entry and clear 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, and (where applicable) macOS and Linux, as well as 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, Zoom/meeting rooms, VoIP/contact center endpoints) and escalate complex issues to specialist teams as needed
• Collaborate with other IT teams (network, systems, security, business applications) to resolve cross-functional issues and deliver a consistent end‑user experience
• Support new hire onboarding (account provisioning, equipment setup, orientation on core tools) and hardware lifecycle activities (deployments, upgrades, returns) in the Cork office
• Participate in local and global IT projects that improve end‑user experience, device management, and security posture
• Perform other duties as assigned by management in support of broader IT and business priorities

Required Qualifications

• Degree in MIS, IT, Computer Science, Information Systems, or related field, or 2+ years of equivalent hands-on helpdesk / desktop support experience
• Demonstrated ability and willingness to learn new technologies and adapt to changing tools and processes
• Strong organizational skills with attention to detail; able to listen, follow up, and accurately document issues and resolutions
• Excellent customer service, verbal, and written communication skills in English (CEFR B2–C1 or equivalent)
• Proven ability to handle a high-volume workload in a fast-paced environment while managing priorities effectively
• Self-motivated, proactive, and capable of working both independently and as part of a team
• Solid experience supporting Windows and macOS endpoints in an enterprise environment
• 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; familiarity with the OSI model and common protocols is beneficial)
• Experience with an enterprise ticketing / ITSM platform (e.g., Jira Service Management, ServiceNow, Zendesk, or similar)
• 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 modern endpoint management and MDM tooling (e.g., Intune, JAMF, other MDM solutions) and security best practices
• 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

Impact & visibility

• You’re the go‑to IT partner on the Cork floor, not just another headset in a call centre.

Growth path

• Clear progression into Senior Helpdesk Analyst, desktop/MDM, systems, network, or security roles (with strong examples already in Cork).
  Exposure to real project work: global laptop refresh, Zoom rollout, security hardening, office refits, etc.

Tech stack & learning

• Modern stack: Windows 11, macOS, M365, Zoom, Intune/JAMF, Azure AD, SaaS.
  You learn both classic IT (AD, networks, hardware) and newer areas (cloud, identity, automation).

Team & culture

• Tight‑knit Cork crew plus a global follow‑the‑sun helpdesk; you’re part of a proper IT org, not outsourced support.
• Hybrid working, Cork city office, and a manager who’s come up through helpdesk and systems locally.