IT Help Desk Analyst

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 IT Help Desk Analyst plays a critical role in maintaining an organization’s technology infrastructure by providing frontline support for technical issues. This position involves diagnosing, troubleshooting, and resolving hardware, software, and network-related problems. IT Help Desk Analysts serve as the first point of contact for employees seeking technical assistance, ensuring efficient resolution and helping maintain business continuity. They often assist with setting up new user accounts, managing passwords, and conducting regular system updates. Strong communication skills and a solid understanding of various IT tools and systems are essential for success in this role.

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Proven experience as an IT Help Desk Analyst or in a similar technical support role.
- Strong knowledge of computer hardware, software, and network troubleshooting.
- Proficiency in Windows and macOS operating systems.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills.
- Customer service-oriented with the ability to manage user expectations.
- Ability to work well under pressure and handle multiple tasks simultaneously.
- Experience with Active Directory and user account management.
- Knowledge of IT security principles and best practices.
- Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Willingness to stay updated with the latest industry trends and technologies.
- Availability to work occasional after-hours or on-call support.
- Experience with software deployment and patch management tools.
- Ability to lift and move IT equipment as necessary.

- Respond to support tickets, emails, and phone calls from end-users seeking technical assistance.
- Diagnose and troubleshoot hardware, software, and network issues.
- Provide step-by-step guidance to users for resolving technical problems.
- Escalate complex issues to higher-level support teams when necessary.
- Install, configure, and update software applications and operating systems.
- Set up and maintain user accounts and passwords, ensuring security protocols are followed.
- Support the deployment and maintenance of hardware, such as desktops, laptops, printers, and peripherals.
- Document all support interactions and solutions in the help desk ticketing system.
- Perform regular system maintenance checks and updates to ensure optimal performance.
- Assist in onboarding new employees with necessary IT equipment and software access.
- Conduct user training sessions and create instructional materials for common IT issues.
- Monitor system alerts and respond promptly to prevent downtime or data loss.
- Participate in team meetings to discuss ongoing issues, support trends, and improvements to processes.
- Collaborate with other IT team members to address and resolve broader technical challenges.
- Maintain an inventory of IT equipment and software licenses.
- Ensure compliance with organizational IT policies and procedures.
- Provide remote support to users working off-site or from home.
- Assist in the development and testing of new technologies and systems implementations.
- Perform backups and data recovery operations as needed.
- Stay updated with the latest industry trends and technologies to continually improve support services.

The ideal candidate for the IT Help Desk Analyst role will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience, coupled with proven experience in a technical support capacity. They will have a strong technical aptitude with extensive knowledge of computer hardware, software, and network troubleshooting, and proficiency in both Windows and macOS operating systems. The candidate will demonstrate excellent problem-solving and analytical skills, along with strong verbal and written communication abilities. They will be customer service-oriented with a proactive approach, capable of managing user expectations while remaining patient and empathetic. The ideal candidate will thrive under pressure, adept at handling multiple tasks simultaneously, and possess exceptional organizational and time management skills. Familiarity with remote desktop applications, help desk software, Active Directory, IT security principles, and networking concepts such as TCP/IP, DNS, and DHCP is essential. They will embody a team player attitude, with the capability to work independently and collaboratively, and maintain a focus on accuracy and completeness in their work. A commitment to continuous learning and staying updated with new technologies and industry trends is crucial. Personal attributes such as a strong work ethic, dependability, flexibility, adaptability to changing priorities, good judgment, positive attitude, professional demeanor, and the ability to communicate technical concepts clearly to non-technical users will set them apart as the perfect fit for this role.

- Respond to support tickets, emails, and phone calls from end-users seeking technical assistance.
- Diagnose and troubleshoot hardware, software, and network issues.
- Provide step-by-step guidance to users for resolving technical problems.
- Escalate complex issues to higher-level support teams when necessary.
- Install, configure, and update software applications and operating systems.
- Set up and maintain user accounts and passwords, ensuring security protocols are followed.
- Support the deployment and maintenance of hardware, such as desktops, laptops, printers, and peripherals.
- Document all support interactions and solutions in the help desk ticketing system.
- Perform regular system maintenance checks and updates to ensure optimal performance.
- Assist in onboarding new employees with necessary IT equipment and software access.
- Conduct user training sessions and create instructional materials for common IT issues.
- Monitor system alerts and respond promptly to prevent downtime or data loss.
- Participate in team meetings to discuss ongoing issues, support trends, and improvements to processes.
- Collaborate with other IT team members to address and resolve broader technical challenges.
- Maintain an inventory of IT equipment and software licenses.
- Ensure compliance with organizational IT policies and procedures.
- Provide remote support to users working off-site or from home.
- Assist in the development and testing of new technologies and systems implementations.
- Perform backups and data recovery operations as needed.
- Stay updated with the latest industry trends and technologies to continually improve support services.

- Strong technical aptitude with a genuine interest in technology.
- Excellent problem-solving and analytical skills.
- High level of patience and empathy when working with users.
- Strong verbal and written communication skills.
- Customer service-oriented mindset with a proactive approach.
- Ability to work well under pressure and remain calm in stressful situations.
- Strong organizational and time management skills.
- Detail-oriented with a focus on accuracy and completeness.
- Team player with a collaborative attitude.
- Ability to handle and prioritize multiple tasks effectively.
- Self-motivated with a strong work ethic.
- Willingness to continuously learn and stay updated with new technologies.
- Dependable and reliable with a strong sense of responsibility.
- Flexibility and adaptability to changing priorities and demands.
- Ability to explain technical concepts to non-technical users clearly.
- Strong troubleshooting skills with the ability to diagnose and resolve issues systematically.
- Good judgment and decision-making capability.
- Positive attitude and professional demeanor.
- Strong sense of urgency and commitment to resolving issues promptly.

- Competitive salary ranging from $50,000 to $70,000 annually
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with employer matching
- Paid time off (PTO) and holiday pay
- Flexible working hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement programs
- Employee assistance programs (EAP)
- Wellness programs and gym membership discounts
- Company-sponsored social events and team-building activities
- Life and disability insurance
- Opportunities for career advancement and internal promotions
- Support for relevant certifications and continuing education
- Collaborative and inclusive work environment
- Access to the latest technology and software tools