Help Desk Support

Vintti is revolutionizing remote staffing by prioritizing time zone alignment. We connect US-based SMBs, startups, and firms with Latin American professionals who work synchronously with US schedules. This approach ensures that businesses can maintain their usual workflows, conduct real-time meetings, and collaborate effectively without the typical challenges of working across disparate time zones.

Help Desk Support professionals are the frontline of IT assistance, providing essential technical support and troubleshooting for users experiencing hardware, software, and network issues. They play a critical role in maintaining seamless operations by promptly addressing and resolving user concerns, thereby minimizing disruption and downtime. These specialists are skilled in effective communication, translating complex technical jargon into understandable solutions, and often provide guidance on best practices and preventive measures. Help Desk Support is a vital resource for ensuring optimal performance and user satisfaction within any organization.

- Bachelor's degree in Information Technology, Computer Science, or a related field
- Previous experience in a help desk or technical support role
- Strong knowledge of Windows and Mac OS operating systems
- Proficiency with Microsoft Office Suite and common desktop applications
- Solid understanding of computer networking, including TCP/IP, DNS, and DHCP
- Experience with help desk ticketing systems and remote desktop tools
- Familiarity with Active Directory and user account management
- Ability to troubleshoot and resolve hardware and software issues
- Excellent communication skills, both verbal and written
- Strong customer service orientation
- Ability to explain technical concepts to non-technical users
- High level of patience and professionalism
- Strong problem-solving and analytical skills
- Ability to work independently and collaboratively within a team
- Detail-oriented with strong organizational skills
- Ability to prioritize tasks and manage time efficiently
- Experience with mobile device support and collaboration tools
- Availability to work flexible hours, including occasional evenings and weekends
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus
- Ability to lift and carry computer equipment as needed

- Respond to and resolve help desk tickets promptly
- Provide technical support via phone, email, and in-person
- Diagnose and resolve hardware and software issues
- Assist with setup, configuration, and deployment of computer systems
- Manage user accounts and permissions
- Conduct routine maintenance and updates on workstations
- Document and track issues and solutions in the help desk system
- Communicate technical information effectively to non-technical users
- Collaborate with IT team members on broader system issues
- Monitor system performance and escalate issues as necessary
- Train employees on software and hardware usage
- Ensure compliance with IT policies and procedures
- Perform scheduled backups and data recovery operations
- Maintain inventory of IT assets and coordinate repairs or replacements
- Provide support for remote employees and manage mobile devices
- Assist with IT projects and other duties as assigned

The ideal candidate for the Help Desk Support role is a highly skilled and knowledgeable IT professional with a Bachelor's degree in Information Technology, Computer Science, or a related field, accompanied by substantial experience in a help desk or technical support capacity. This individual possesses a robust understanding of both Windows and Mac OS operating systems, along with deep proficiency in Microsoft Office Suite and other common desktop applications. They are adept at diagnosing and resolving hardware and software issues, efficiently managing user accounts, and performing routine maintenance on workstations. Their familiarity with networking concepts such as TCP/IP, DNS, and DHCP, combined with hands-on experience with help desk ticketing systems and remote desktop tools, positions them as a technical expert capable of delivering rapid and effective solutions. In addition to their technical expertise, the candidate excels in communication, demonstrating the ability to convey complex technical information clearly to non-technical users and maintain a high level of patience and professionalism. A collaborative team player, this individual is proactive, highly organized, and possesses exceptional problem-solving skills, enabling them to navigate and prioritize tasks in a fast-paced and dynamic environment. They are customer-focused, service-oriented, and exhibit a strong work ethic, ensuring they provide top-notch support to both in-office and remote employees. Certifications such as CompTIA A+, Network+, or MCITP enhance their technical credentials, and their ability to lift and carry computer equipment as required reflects their readiness to handle all aspects of the role. Overall, the ideal candidate is reliable, detail-focused, and driven by a commitment to excellence in IT support services.

- Respond to and resolve help desk tickets in a timely manner
- Provide technical support and troubleshooting via phone, email, and in-person
- Diagnose and resolve hardware and software issues
- Assist with the setup, configuration, and deployment of computer systems
- Manage user accounts and permissions within various systems
- Conduct routine maintenance and updates on employee workstations
- Document and track reported issues and solutions in a help desk system
- Communicate complex technical information to non-technical users
- Collaborate with other IT team members to address broader system or network issues
- Monitor system performance and escalate issues as needed
- Train employees on the use of software and hardware systems
- Ensure compliance with IT policies and procedures
- Perform scheduled backups and data recovery operations
- Maintain an inventory of IT assets and coordinate repairs or replacements
- Provide support for remote employees and mobile device management
- Assist with IT projects and other duties as assigned by supervisors

- Strong technical aptitude and problem-solving abilities
- Excellent interpersonal and communication skills
- High level of patience and professionalism with differing user abilities
- Customer-focused with a service-oriented attitude
- Proactive and self-motivated with a strong work ethic
- Detail-oriented with strong organizational skills
- Ability to work independently and as part of a team
- Adaptable to changing priorities and environments
- Strong analytical thinking and reasoning skills
- Ability to explain technical concepts to non-technical users clearly
- Strong time management skills and the ability to prioritize tasks
- Calm under pressure with effective issue resolution skills
- Eagerness to learn and continuously improve skills
- High degree of reliability and responsibility
- Positive attitude and collaborative mindset
- Effective troubleshooting and diagnostic skills
- Capability to maintain confidentiality and manage sensitive information responsibly
- Strong sense of accountability and ownership of tasks

- Competitive salary range based on experience
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off (PTO) including vacation, sick days, and holidays
- Flexible work schedules and remote work options
- Professional development and training opportunities
- Tuition reimbursement for qualifying courses
- Employee assistance program (EAP)
- Wellness programs and on-site fitness facilities
- Discounted or complimentary access to company products and services
- Collaborative and inclusive work environment
- Career advancement and growth opportunities
- Employee recognition and reward programs
- Company-sponsored social events and activities
- Commuter benefits or transportation allowances
- Modern and well-equipped office facilities
- Support for work-life balance and mental health initiatives