Senior Desktop Support Engineer

At Vintti, we understand the importance of real-time collaboration in today's fast-paced business environment. Our staffing solutions focus on connecting US companies with Latin American talent operating in compatible time zones. This strategic approach ensures that businesses can engage with their team members during regular office hours, facilitating immediate communication, swift problem-solving, and seamless project coordination.

A Senior Desktop Support Engineer is a pivotal role in ensuring the smooth operation and stability of an organization's IT infrastructure. They manage and resolve complex technical issues related to desktop systems, software applications, and network connectivity. This role involves providing advanced troubleshooting and support, deploying software updates, and optimizing system performance. Senior Desktop Support Engineers also mentor junior team members, contribute to the development of IT policies, and work collaboratively with other technical teams to implement and maintain best practices for end-user computing environments.

- Bachelor’s degree in Computer Science, Information Technology, or a related field
- Minimum of 5 years of experience in desktop support or a similar role
- Strong proficiency in troubleshooting both hardware and software issues
- Extensive experience with Windows and Mac OS operating systems
- Familiarity with desktop and laptop repair and maintenance
- Advanced knowledge of Microsoft Office Suite and commonly used business applications
- Experience with Active Directory and managing user permissions
- Skill in using remote desktop support tools and ticketing systems
- Solid understanding of network protocols, configurations, and troubleshooting
- Experience in deploying and configuring new hardware and software
- Knowledge of IT security practices and familiarity with cybersecurity principles
- Proficiency in conducting system backups and data recovery
- Strong documentation skills, including creating and updating technical manuals and guides
- Ability to manage and prioritize multiple tasks and support tickets effectively
- Excellent communication skills, both written and verbal
- Demonstrated ability to mentor and provide training to junior staff
- Experience in managing vendor relationships and coordinating warranty services
- Familiarity with IT asset management and inventory tracking
- Ability to work in a team and collaborate with network and infrastructure teams
- Availability for after-hours support rotation and on-call duties
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or other relevant IT certificationspreferred

- Troubleshoot and resolve complex hardware and software issues for end-users
- Perform regular maintenance and updates on desktops, laptops, and peripheral devices
- Install and configure new computer systems and software applications as needed
- Provide advanced technical support via phone, email, and in-person interactions
- Manage and prioritize multiple support tickets using a ticketing system
- Conduct system backups and data recovery operations
- Monitor and maintain the performance of the desktop environment to ensure optimal operation
- Collaborate with network and infrastructure teams to address connectivity and performance issues
- Create and update documentation for IT processes, procedures, and troubleshooting guides
- Train and mentor junior support staff and provide technical guidance
- Assist in planning and executing IT projects, including hardware refreshes or software deployments
- Implement and enforce IT security policies and procedures
- Manage user accounts, permissions, and access rights in various systems
- Coordinate with vendors for hardware repairs and warranty services
- Perform asset management, including inventory tracking and equipment lifecycle management
- Participate in after-hours support rotation and on-call duties as required
- Conduct hardware and software audits to ensure compliance with licensing agreements
- Provide input and recommendations for improving the desktop support function

The ideal candidate for the Senior Desktop Support Engineer role is a highly experienced professional with a minimum of 5 years in desktop support or a similar position, holding a bachelor’s degree in Computer Science, Information Technology, or a related field. This individual possesses exceptional proficiency in troubleshooting both complex hardware and software issues and has extensive experience with both Windows and Mac OS operating systems. They are well-versed in desktop and laptop repair, advanced in Microsoft Office Suite, and familiar with critical business applications. The candidate brings advanced knowledge in Active Directory, remote desktop tools, and ticketing systems, coupled with solid understanding of network protocols and configurations. Their technical skill set is complemented by a robust understanding of IT security practices and the ability to conduct system backups and data recovery operations efficiently. Highly organized and detail-oriented, this candidate excels at multitasking and managing multiple support tickets simultaneously, demonstrating impeccable documentation skills. They are a strong communicator, both written and verbal, who can distill complex technical concepts into easily understood terms. The ideal candidate is a seasoned leader who has a proven track record of mentoring junior staff and managing vendor relationships. Personal attributes include exceptional problem-solving skills, proactive attitude, high adaptability, and a customer-centric approach. This candidate is known for their reliability, professionalism, and strong ethical standards, with the ability to thrive under pressure and handle after-hours support duties effectively. Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are preferred, adding to their credibility and expertise. Their commitment to continuous learning, coupled with a strong sense of accountability and a steadfast dedication to team goals, makes them the perfect fit for this role.

- Troubleshoot and resolve complex hardware and software issues for end-users.
- Perform regular maintenance and updates on desktops, laptops, and peripheral devices.
- Install and configure new computer systems and software applications as needed.
- Provide advanced technical support via phone, email, and in-person interactions.
- Manage and prioritize multiple support tickets using a ticketing system.
- Conduct system backups and data recovery operations.
- Monitor and maintain the performance of the desktop environment to ensure optimal operation.
- Collaborate with network and infrastructure teams to address connectivity and performance issues.
- Create and update documentation for IT processes, procedures, and troubleshooting guides.
- Train and mentor junior support staff and provide technical guidance.
- Assist in planning and executing IT projects, including hardware refreshes or software deployments.
- Implement and enforce IT security policies and procedures.
- Manage user accounts, permissions, and access rights in various systems.
- Coordinate with vendors for hardware repairs and warranty services.
- Perform asset management, including inventory tracking and equipment lifecycle management.
- Participate in after-hours support rotation and on-call duties as required.
- Conduct hardware and software audits to ensure compliance with licensing agreements.
- Provide input and recommendations for improving the desktop support function.

- Exceptional problem-solving skills and analytical thinking
- High level of adaptability and flexibility
- Strong customer service orientation and interpersonal skills
- Detail-oriented with a focus on accuracy and thoroughness
- Proactive attitude and initiative-taking
- Strong organizational and time management skills
- Ability to work independently with minimal supervision
- High degree of professionalism and reliability
- Excellent teamwork and collaboration abilities
- Strong leadership and mentoring capabilities
- Patience and tenacity in troubleshooting challenging issues
- Strong ability to communicate complex technical concepts in simple terms
- Eagerness to continuously learn and stay updated with the latest technology trends
- Strong work ethic and dedication to achieving team goals and objectives
- Ability to handle high-pressure situations effectively
- Strong sense of accountability and responsibility

- Competitive salary range, commensurate with experience
- Comprehensive health insurance plan including medical, dental, and vision coverage
- Retirement savings plan with company match
- Generous paid time off (PTO) and holiday schedule
- Flexible working hours and remote work options
- Opportunities for professional development and continuous learning
- Access to training programs and certification courses
- Employee wellness programs and resources
- Life and disability insurance
- Tuition reimbursement for further education opportunities
- Employee assistance program (EAP)
- Discounted or subsidized gym memberships
- Free or discounted company products or services
- On-site parking or public transportation subsidies
- Collaborative and inclusive workplace culture
- Advancement opportunities and clear career path
- Recognition and rewards programs
- Company-sponsored networking events and team-building activities
- Support for work-life balance including parental leave and family care programs