Help Desk Technician

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Help Desk Technician is a vital component in maintaining the seamless operation of a company's IT infrastructure. This role primarily focuses on providing technical support and troubleshooting assistance to end-users experiencing hardware, software, or network issues. Help Desk Technicians are responsible for diagnosing problems, guiding users through step-by-step solutions, and escalating more complex issues to senior IT staff when necessary. Through excellent communication and problem-solving skills, they ensure minimal disruption to daily operations and contribute to overall user satisfaction and efficiency.

- Associate's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience as a Help Desk Technician or in a similar role.
- Strong knowledge of Windows, macOS, and Linux operating systems.
- Proficient in diagnosing and troubleshooting hardware, software, and network issues.
- Experience with help desk ticketing systems.
- Familiarity with remote access tools and techniques.
- Strong customer service skills and ability to communicate technical information to non-technical users.
- Experience with Active Directory and managing user accounts and permissions.
- Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
- Ability to prioritize and manage multiple tasks effectively.
- Strong documentation and organizational skills.
- Ability to work independently and as part of a team.
- Willingness to continually update technical knowledge and skills.
- Availability to work occasional after-hours or on-call support.
- Excellent problem-solving skills and attention to detail.
- Ability to lift and move computer equipment as necessary.

- Respond to and manage incoming support requests via phone, email, and help desk ticketing system.
- Diagnose and troubleshoot hardware, software, and network issues.
- Provide technical support to end-users for Windows, macOS, and Linux operating systems.
- Assist with the installation, configuration, and maintenance of computer systems and peripherals.
- Guide users through step-by-step solutions over the phone, in person, or via remote access tools.
- Document and track support requests, resolutions, and follow-up actions in the help desk ticketing system.
- Set up and manage user accounts and permissions in various systems, including Active Directory.
- Maintain an inventory of hardware, software, and other IT assets.
- Perform routine maintenance tasks such as updates, patches, and backups.
- Assist with the setup and support of audio-visual equipment for meetings and presentations.
- Educate and inform users about best practices and security protocols.
- Escalate complex or unresolved issues to higher-level IT staff when necessary.
- Participate in team meetings to discuss ongoing issues and improvements in processes.
- Continuously update technical knowledge through training, reading, and participation in professional forums.

The ideal candidate for the Help Desk Technician role is a technically proficient individual with an Associate's degree in Information Technology, Computer Science, or a related field, or equivalent experience. They possess proven experience in a help desk environment, with strong knowledge of Windows, macOS, and Linux operating systems, and are adept at diagnosing and troubleshooting a wide range of hardware, software, and network issues. Their proficiency with help desk ticketing systems, remote access tools, and Active Directory management is complemented by a basic understanding of networking concepts such as TCP/IP, DNS, and DHCP. This candidate excels in customer service, communicating technical information effectively to non-technical users with a high level of patience, empathy, and professionalism. They demonstrate strong problem-solving abilities, attention to detail, and organizational skills, prioritizing and managing multiple tasks efficiently. They are a proactive team player with a customer-focused mindset, remaining calm under pressure and showing flexibility in handling varied technical challenges. They are reliable, dependable, and exhibit a strong work ethic, always willing to take the initiative and go the extra mile. Continually updating their technical knowledge, they bring a proactive attitude towards learning, ensuring they stay current with new technologies. Additionally, they possess strong interpersonal skills, a detail-oriented approach, and the ability to lift and move computer equipment as necessary, making them a well-rounded and invaluable asset to the team.

- Respond to and manage incoming support requests via phone, email, and help desk ticketing system.
- Diagnose and troubleshoot hardware, software, and network issues.
- Provide technical support to end-users for Windows, macOS, and Linux operating systems.
- Assist with the installation, configuration, and maintenance of computer systems and peripherals.
- Guide users through step-by-step solutions over the phone, in person, or via remote access tools.
- Document and track support requests, resolutions, and follow-up actions in the help desk ticketing system.
- Set up and manage user accounts and permissions in various systems, including Active Directory.
- Maintain an inventory of hardware, software, and other IT assets.
- Perform routine maintenance tasks such as updates, patches, and backups.
- Assist with the setup and support of audio-visual equipment for meetings and presentations.
- Educate and inform users about best practices and security protocols.
- Escalate complex or unresolved issues to higher-level IT staff when necessary.
- Participate in team meetings to discuss ongoing issues and improvements in processes.
- Continuously update technical knowledge through training, reading, and participation in professional forums.

- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Customer-focused mindset
- Detail-oriented approach
- High level of patience and empathy
- Ability to learn and adapt quickly
- Team player mentality
- Strong organizational skills
- Dependable and reliable
- Proactive attitude towards learning
- Technically proficient and keen on staying updated with new technologies
- High degree of professionalism
- Ability to remain calm under pressure
- Flexibility in handling diverse technical issues
- Strong work ethic
- Willingness to take initiative and go the extra mile

- Competitive salary range of $40,000 - $60,000 annually
- Health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off (PTO) and holidays
- Flexible work schedule with options for remote work
- Career development and training programs
- Tuition reimbursement for relevant courses and certifications
- Employee assistance program (EAP)
- Life and disability insurance
- Wellness programs and gym membership discounts
- Opportunities for advancement within the company
- Recognition and rewards programs
- Collaborative and inclusive work environment
- On-site snacks and beverages
- Company-sponsored events and team-building activities
- Technology and equipment stipends