Help Desk Technician

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Help Desk Technician serves as the first point of contact for people experiencing technical issues, either hardware or software-related. They address and resolve problems through in-person support, emails, or phone calls, ensuring minimal disruption to daily operations. Help Desk Technicians are responsible for troubleshooting, diagnosing, and guiding users through step-by-step solutions while documenting issues and solutions for future reference. Often, they will also escalate complex problems to specialized IT teams if they cannot resolve them on their own, ensuring efficient and smooth IT service operations within the organization.

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Minimum of 2 years' experience in a help desk or technical support role.
- Proficiency in Windows and macOS operating systems.
- Strong knowledge of networking concepts and troubleshooting techniques.
- Experience with Active Directory and Microsoft Exchange.
- Familiarity with remote desktop tools and ticketing systems.
- Ability to diagnose and resolve basic technical issues with hardware and software.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Ability to multitask and prioritize in a fast-paced environment.
- Strong customer service orientation.
- Experience with mobile device support and management.
- Ability to lift and move up to 50 pounds of IT equipment.
- Availability to work occasional evenings and weekends as required.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
- Familiarity with ITIL processes and best practices is advantageous.
- Experience with virtualization technologies (e.g., VMware, Hyper-V) is a plus.
- Must pass a background check and may require security clearance depending on the employer's requirements.

- Responding to and resolving user inquiries and issues via phone, email, or ticketing system.
- Providing technical support for hardware, software, and network-related problems.
- Troubleshooting and diagnosing technical issues with computers, printers, and peripherals.
- Installing, configuring, and updating software applications and operating systems.
- Performing regular system maintenance and updates to ensure optimal performance.
- Creating and managing user accounts, passwords, and access permissions.
- Documenting support interactions, solutions, and follow-up actions in the ticketing system.
- Assisting with the setup and maintenance of workstations and IT equipment.
- Monitoring system alerts and taking appropriate action to resolve issues.
- Conducting one-on-one or group training sessions on software and hardware usage.
- Coordinating with other IT team members for escalated issues and larger projects.
- Ensuring timely follow-up and closure of support tickets.
- Maintaining an inventory of IT supplies and equipment.
- Participating in the deployment and roll-out of new technologies and systems.
- Providing remote support for off-site and remote users.
- Collaborating with vendors for warranty repairs and technical support.
- Updating and maintaining knowledge base articles and technical documentation.
- Monitoring and enforcing IT policies and best practices.
- Assisting with backup and recovery operations.
- Performing other related duties as assigned.

The ideal candidate for the Help Desk Technician role is a highly skilled and experienced IT professional with a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, and a minimum of 2 years of hands-on experience in a help desk or technical support position. This individual demonstrates a strong proficiency in both Windows and macOS operating systems, coupled with extensive knowledge of networking concepts, Active Directory, and Microsoft Exchange. They are adept at diagnosing and resolving technical issues with hardware, software, and peripherals, and exhibit strong analytical and problem-solving abilities. A customer service-oriented mindset and excellent communication skills, both verbal and written, are essential, enabling them to interact with users patiently and empathetically. This candidate is detail-oriented, highly organized, and capable of multitasking and prioritizing effectively in a fast-paced environment. They possess a proactive approach to identifying IT issues, team-oriented collaboration skills, and the adaptability required to navigate evolving technologies. Experience with remote desktop tools, ticketing systems, mobile device management, and IT certifications such as CompTIA A+, Network+, or MCP enhance their technical qualifications. The ideal candidate is also physically capable of managing IT equipment and flexible in working occasional evenings and weekends. They display a commitment to confidentiality and demonstrate dependability, professionalism, and a positive attitude, coupled with a passion for technology and a drive to continuously improve their technical skills.

- Respond to and resolve user inquiries and issues via phone, email, or ticketing system.
- Provide technical support for hardware, software, and network-related problems.
- Troubleshoot and diagnose technical issues with computers, printers, and peripherals.
- Install, configure, and update software applications and operating systems.
- Perform regular system maintenance and updates to ensure optimal performance.
- Create and manage user accounts, passwords, and access permissions.
- Document support interactions, solutions, and follow-up actions in the ticketing system.
- Assist with the setup and maintenance of workstations and IT equipment.
- Monitor system alerts and take appropriate action to resolve issues.
- Conduct one-on-one or group training sessions on software and hardware usage.
- Coordinate with other IT team members for escalated issues and larger projects.
- Ensure timely follow-up and closure of support tickets.
- Maintain an inventory of IT supplies and equipment.
- Participate in the deployment and roll-out of new technologies and systems.
- Provide remote support for off-site and remote users.
- Collaborate with vendors for warranty repairs and technical support.
- Update and maintain knowledge base articles and technical documentation.
- Monitor and enforce IT policies and best practices.
- Assist with backup and recovery operations.
- Perform other related duties as assigned.

- Strong technical acuity and problem-solving skills.
- Excellent verbal and written communication abilities.
- High level of patience and empathy when dealing with users.
- Strong organizational and time-management skills.
- Ability to work effectively under pressure and manage competing priorities.
- Keen attention to detail and thorough in documentation.
- Adaptability to changing technologies and environments.
- Proactive approach to identifying and addressing IT issues.
- Team-oriented with the ability to collaborate across departments.
- Strong customer service focus and willingness to go above and beyond.
- Ability to remain calm and professional during challenging situations.
- Desire to continuously learn and improve technical skills.
- Strong analytical skills with the ability to think critically.
- High level of integrity and commitment to confidentiality.
- Dependable and reliable with a strong work ethic.
- Positive attitude and enthusiasm for helping users.
- Self-motivated and able to work independently.
- Ability to explain technical concepts clearly to non-technical users.
- Resourcefulness in troubleshooting and resolving technical problems.
- Passion for technology and helping others.

- Competitive salary range: $50,000 - $70,000 per year.
- Comprehensive health insurance (medical, dental, vision).
- Retirement savings plan with company match.
- Paid time off (PTO) and holiday pay.
- Paid sick leave.
- Flexible working hours.
- Remote work opportunities.
- Professional development and training programs.
- Tuition reimbursement.
- Employee discount programs.
- Career advancement opportunities.
- Collaborative and supportive team environment.
- Access to the latest technology and tools.
- Employee wellness programs.
- Company-sponsored events and activities.
- Free on-site parking.
- Transportation allowance.
- Ergonomic workstations.
- Life and disability insurance.
- Employee assistance program (EAP).
- Performance-based bonuses.