End User Support Specialist

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

An End User Support Specialist serves as the primary point of contact for technical assistance within an organization, addressing a variety of issues faced by users regarding hardware, software, and network systems. Their responsibilities include diagnosing and resolving problems, providing guidance on best practices, and ensuring user satisfaction through effective communication and timely solutions. They work closely with other IT professionals to escalate and resolve complex issues, contribute to system improvements, and maintain detailed documentation of support activities, ultimately ensuring smooth and efficient operations for end users.

- Bachelor's degree in Information Technology, Computer Science, or related field.
- 2+ years of experience in an end-user support role.
- Strong knowledge of Windows and macOS operating systems.
- Proficiency in Microsoft Office Suite and common software applications.
- Experience with troubleshooting hardware issues, including desktops, laptops, and mobile devices.
- Familiarity with networking concepts and remote access technologies (e.g., VPN, remote desktop).
- Experience with IT ticketing systems.
- Ability to perform hardware diagnostics and repairs.
- Understanding of IT security principles and practices.
- Strong communication and interpersonal skills.
- Ability to provide clear and concise instructions to end-users.
- Excellent problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Willingness to stay updated on the latest technology trends and tools.
- Certification such as CompTIA A+, Network+, or other relevant certifications preferred.

- Respond to and resolve end-user support requests.
- Troubleshoot hardware and software issues.
- Install and configure software applications and operating systems.
- Conduct system diagnostics and perform hardware repairs.
- Maintain and support peripherals such as printers and scanners.
- Provide end-user training on software applications.
- Assist with new user account setup and workstation configuration.
- Monitor and manage IT ticketing system.
- Collaborate with IT team to resolve technical issues.
- Manage and track IT hardware and software inventory.
- Implement and enforce IT security protocols.
- Support remote users with connectivity and configurations.
- Document support processes and solutions.
- Participate in team meetings for ongoing projects and issues.
- Stay updated on technology trends and support tools.

The ideal candidate for the End User Support Specialist role will have a Bachelor's degree in Information Technology, Computer Science, or a related field, complemented by over two years of hands-on experience in an end-user support capacity. They will possess in-depth knowledge of both Windows and macOS operating systems and a high proficiency in Microsoft Office Suite and other essential software applications. This individual will have strong troubleshooting skills for hardware issues, specifically desktops, laptops, and mobile devices, and a solid understanding of networking concepts and remote access technologies such as VPN and remote desktop. Familiarity with IT ticketing systems and the ability to diagnose and repair hardware is crucial. They will demonstrate a comprehensive grasp of IT security principles and practices. The ideal candidate will excel in communication and interpersonal skills, enabling them to provide clear, concise instructions to end-users effectively. They will be organized, detail-oriented, and capable of working both independently and collaboratively within a team. A proactive and self-motivated approach, coupled with strong analytical and problem-solving abilities, are essential. The ideal candidate will showcase adaptability to fast-changing technological environments, high reliability, and dependability, and they will prioritize maintaining confidentiality and data security standards. Notably, they will exhibit a high degree of professionalism, patience, and a customer service-oriented mindset, ensuring a positive end-user experience. Certifications like CompTIA A+, Network+, or other relevant credentials are preferred, highlighting their dedication to staying updated on the latest technology trends and support tools.

- Respond to and resolve incoming support requests from end-users via phone, email, or in-person.
- Troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
- Install, configure, and update software applications and operating systems.
- Maintain and support end-user devices including printers, scanners, and peripherals.
- Conduct system diagnostics and perform hardware repairs or replacements as necessary.
- Provide guidance and training to end-users on software applications and tools.
- Assist with onboarding processes, including setting up new user accounts and configuring workstations.
- Monitor and maintain the IT ticketing system to ensure timely resolution of support requests.
- Collaborate with other IT team members to escalate and resolve complex technical issues.
- Manage and track IT inventory, ensuring accurate records of hardware and software assets.
- Implement and enforce IT security protocols and practices on end-user devices.
- Support remote users with connectivity, VPN setup, and remote desktop configurations.
- Document support processes, solutions, and best practices for knowledge sharing.
- Participate in regular team meetings to discuss ongoing projects and support issues.
- Stay updated on the latest technology trends and end-user support tools to improve service delivery.

- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- High level of patience and customer service orientation
- Detail-oriented with a focus on accuracy
- Proactive and self-motivated approach to tasks
- Ability to work under pressure and handle multiple tasks simultaneously
- Strong teamwork and collaboration skills
- Adaptability to rapidly changing technology environments
- High degree of professionalism and courteous demeanor
- Strong organizational and time-management skills
- Quick learner with a curiosity for continuous improvement
- High level of reliability and dependability
- Ability to explain technical concepts to non-technical users
- Strong troubleshooting capabilities and resourcefulness
- Commitment to maintaining confidentiality and data security standards
- Positive attitude and willingness to go the extra mile for end-users

- Competitive salary range
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (vacation, sick leave, holidays)
- Flexible working hours
- Remote work opportunities
- Professional development and training programs
- Tuition reimbursement
- Employee assistance program (EAP)
- Wellness programs (gym memberships, fitness classes)
- Life and disability insurance
- Commuter benefits
- Employee recognition and reward programs
- Career advancement opportunities
- Diverse and inclusive workplace
- Company-sponsored social and team-building events