Remote IT Support Specialist

Vintti is a cutting-edge staffing agency revolutionizing the way US companies build their teams. Leveraging advanced technology and embracing the power of remote work, we connect SMBs, startups, and firms across the United States with top-tier talent from Latin America. Our platform seamlessly integrates professionals into US business ecosystems, regardless of physical borders. Vintti operates on the principle of a borderless future of work, where skills and expertise trump geographical constraints.

A Remote IT Support Specialist plays a crucial role in ensuring the smooth operation of an organization's technical infrastructure by providing remote assistance to employees and clients. This professional is adept at diagnosing and resolving technical issues related to hardware, software, and network connectivity. Leveraging various remote tools and technologies, they troubleshoot problems, perform system upgrades, and implement security measures to protect data integrity. Excellent communication skills and a proactive approach enable them to offer top-notch technical support, maintaining optimal functionality across all digital platforms.

- Proven experience as an IT Support Specialist or similar role
- Proficiency in remote desktop support tools (e.g., TeamViewer, AnyDesk)
- Strong knowledge of Windows and macOS operating systems
- Experience with diagnosing and troubleshooting hardware and software issues
- Familiarity with network connectivity troubleshooting (e.g., routers, switches, VPN)
- Experience with IT helpdesk ticketing systems
- Working knowledge of Active Directory and user account management
- Ability to deploy and update software and patches remotely
- Strong customer service and communication skills
- Ability to explain technical issues to non-technical users
- Strong problem-solving skills and attention to detail
- Ability to work independently and manage time effectively
- Strong organizational skills and ability to maintain detailed records
- Proficiency in scripting and automation tools (e.g., PowerShell) is a plus
- Experience with antivirus and security software management
- Familiarity with cloud-based systems (e.g., Office 365, Google Workspace)
- Knowledge of best practices for IT security and data protection
- Ability to stay current with new technologies and practices in IT support
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus

- Respond to support tickets via phone, email, and remote tools.
- Diagnose and troubleshoot hardware and software issues.
- Install, configure, and maintain computer systems remotely.
- Assist users with account setup and password resets.
- Resolve network connectivity and technical issues.
- Deploy software updates, patches, and security updates.
- Document and track support issues and resolutions.
- Provide step-by-step guidance for IT problems.
- Escalate and resolve complex issues with IT team.
- Monitor system performance and provide proactive support.
- Educate users on computer and network security best practices.
- Assist with VPN setup and maintenance.
- Maintain inventory of IT assets and software licenses.
- Participate in team meetings for project discussions.
- Stay updated on latest IT tools, technologies, and trends.

The ideal candidate for the Remote IT Support Specialist role is a highly motivated and technically skilled individual with proven experience in remote IT support, adept at using remote desktop support tools like TeamViewer and AnyDesk. They possess in-depth knowledge of both Windows and macOS operating systems and have a strong background in diagnosing and troubleshooting hardware and software issues, as well as network connectivity problems involving routers, switches, and VPNs. The candidate is adept at using IT helpdesk ticketing systems and has practical experience with Active Directory for user account management. They demonstrate exceptional customer service and communication skills, with the ability to explain complex technical issues to non-technical users in a clear, patient, and empathetic manner. Strong problem-solving skills, attention to detail, and organizational capabilities are essential, as is the ability to work independently and efficiently manage multiple support tickets simultaneously in a remote environment. The candidate is proactive, can anticipate potential issues, and is well-versed in deploying software updates, patches, and security measures remotely. They have a solid understanding of IT security best practices and data protection, are familiar with cloud-based systems like Office 365 and Google Workspace, and ideally possess scripting and automation skills using tools such as PowerShell. The person is a quick learner, adaptable to new technologies, dependable, and demonstrates high integrity and professionalism in handling confidential information. With a passion for continuous learning and a strong technical aptitude, they excel in teamwork and collaboration, contributing to the overall success of the IT team. Academic credentials such as a Bachelor’s degree in Information Technology, Computer Science, or a related field, along with relevant IT certifications like CompTIA A+, Network+, or Microsoft Certified Professional, further underscore their qualifications and commitment to the evolving field of IT support.

- Respond to support tickets and troubleshoot IT issues via phone, email, and remote access tools.
- Diagnose hardware and software problems in a timely and accurate manner.
- Install, configure, and maintain computer systems and applications remotely.
- Assist users with account setup, password resets, and access issues.
- Provide support for network connectivity and technical issues.
- Deploy software updates, patches, and security updates.
- Document and track support issues and resolutions in the helpdesk system.
- Guide users through step-by-step solutions for IT problems.
- Collaborate with other IT team members to escalate and resolve complex issues.
- Monitor system performance and provide proactive support to prevent interruptions.
- Educate and advise users on best practices for computer and network security.
- Assist with the setup and maintenance of virtual private networks (VPNs).
- Maintain an inventory of IT assets and software licenses.
- Participate in regular team meetings to discuss ongoing projects and issues.
- Stay updated with the latest IT tools, technologies, and trends.

- Highly motivated and self-driven
- Excellent problem-solving skills
- Strong attention to detail
- Effective communicator with both technical and non-technical users
- Proactive and able to anticipate potential problems
- Strong organizational skills
- Capable of multitasking and managing multiple support tickets simultaneously
- Ability to work effectively in a remote environment
- Excellent customer service skills
- Strong teamwork and collaboration abilities
- Quick learner and adaptable to new technologies and tools
- Dependable and reliable
- Patient and empathetic when dealing with user issues
- Ability to remain calm and composed under pressure
- Demonstrates a continuous learning attitude
- Strong technical aptitude and enthusiasm for IT-related tasks
- High level of integrity and professionalism
- Capable of managing confidential and sensitive information responsibly

- Competitive salary range: $50,000 - $70,000 per year
- Comprehensive health, dental, and vision insurance
- Flexible work hours and remote work options
- Generous paid time off (PTO) policy
- 401(k) retirement plan with company match
- Professional development opportunities, including access to online courses and certifications
- Company-provided computer and necessary remote work equipment
- Employee wellness programs and resources
- Regular team-building and virtual social events
- Health and wellness stipends
- Paid parental leave
- Life and disability insurance
- Employee assistance program (EAP)
- Reimbursement for home office setup
- Opportunities for career advancement within the company
- Access to the latest technology and tools
- Collaborative and inclusive work environment
- Performance-based bonuses and incentives