Senior Help Desk Analyst

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 Senior Help Desk Analyst plays a crucial role in providing advanced technical support to resolve complex IT issues and ensure seamless operations. This role involves diagnosing and troubleshooting hardware, software, and network problems, often requiring a deep understanding of various systems and applications. Senior Help Desk Analysts mentor junior staff, develop procedural documentation, and contribute to process improvement initiatives. They interact with users at all levels, offering exceptional customer service and technical expertise to maintain a high level of user satisfaction and operational efficiency.

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in IT help desk or technical support roles.
- Advanced knowledge of Windows, Mac OS, and Linux operating systems.
- Proficiency in troubleshooting hardware, software, and network issues.
- Experience with help desk ticketing systems and tracking tools.
- Strong understanding of TCP/IP, DNS, DHCP, VPN, and other network protocols.
- Familiarity with Active Directory, Group Policy, and Office 365 administration.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and in a team environment.
- Experience in mentoring and training junior help desk staff.
- Ability to participate in an on-call rotation for after-hours support.
- Practical experience with disaster recovery planning and execution.
- Capacity to manage multiple tasks and prioritize effectively.
- Strong documentation skills for creating technical guides and knowledge base articles.
- Up-to-date knowledge of emerging technologies and industry best practices in IT support.
- Certification such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) is preferred.
- Demonstrated ability to perform root cause analysis for recurring issues.
- Experience in configuring, deploying, and maintaining hardware and software assets.
- Proven track record of delivering timely and effective technical support solutions.

- Provide advanced technical support for complex issues escalated from Level 1 and Level 2 support teams.
- Monitor and manage the help desk ticketing system for timely resolution of service requests.
- Perform root cause analysis to address recurring technical problems.
- Create and update technical documentation and knowledge base articles.
- Configure, deploy, and maintain hardware, software, and network resources.
- Facilitate training sessions and mentor junior help desk staff.
- Collaborate with IT teams to implement system upgrades and software patches.
- Ensure compliance with IT policies and procedures during support activities.
- Track help desk performance metrics and generate management reports.
- Conduct regular audits of technical systems for performance and security.
- Communicate effectively with users to understand and resolve issues.
- Escalate complex issues to senior IT staff or external vendors while maintaining ownership.
- Participate in on-call rotation for after-hours support.
- Test and evaluate new technology to improve help desk operations.
- Assist in disaster recovery planning and execution for critical IT systems.
- Offer proactive solutions by analyzing trends and patterns of recurring issues.
- Stay current with emerging technologies and industry best practices.
- Maintain inventory of hardware and software assets for accurate tracking and management.

The ideal candidate for the Senior Help Desk Analyst role is a highly skilled and experienced IT professional with a minimum of 5 years in IT help desk or technical support roles and a bachelor's degree in Computer Science, Information Technology, or a related field. They possess advanced knowledge of multiple operating systems including Windows, Mac OS, and Linux, as well as proficiency in troubleshooting complex hardware, software, and network-related issues. They have hands-on experience with help desk ticketing systems, network protocols such as TCP/IP, DNS, DHCP, and VPN, and are well-versed in Active Directory, Group Policy, and Office 365 administration. The candidate excels in root cause analysis and problem-solving, is capable of developing and maintaining technical documentation, and is skilled at configuring and managing hardware, software, and network resources. They have a history of mentoring and training junior help desk staff, and demonstrate strong communication and interpersonal skills, ensuring effective user support and issue resolution. With certifications like CompTIA A+, Network+, or MCSA, they show a commitment to continuing education and staying current with industry best practices and emerging technologies. The ideal candidate is proactive, resourceful, detail-oriented, and exhibits a high degree of professionalism and integrity. They thrive in high-pressure situations, handle multiple tasks efficiently, and possess strong organizational and time management skills. Their leadership qualities, ability to work both independently and collaboratively, and an unwavering dedication to providing quality technical support make them a perfect fit for enhancing the efficiency, reliability, and performance of the help desk operations.

- Provide advanced technical support to resolve complex issues escalated from Level 1 and Level 2 support teams.
- Monitor and manage the help desk ticketing system to ensure timely resolution of service requests.
- Perform root cause analysis to identify and address recurring technical problems.
- Create and update technical documentation and knowledge base articles for internal and end-user use.
- Configure, deploy, and maintain hardware, software, and network resources as needed.
- Facilitate training sessions and provide mentoring for junior help desk staff to enhance their technical skills.
- Collaborate with other IT teams to implement system upgrades and software patches.
- Ensure compliance with IT policies and procedures during troubleshooting and support activities.
- Track help desk performance metrics and generate regular reports for management review.
- Conduct regular audits of technical systems to ensure optimal performance and security.
- Communicate effectively with users to understand their issues and provide timely, effective solutions.
- Escalate complex issues to senior IT staff or external vendors as necessary while maintaining ownership of the problem.
- Participate in on-call rotation to provide after-hours support as required.
- Test and evaluate new technology to improve and streamline help desk operations.
- Assist in disaster recovery planning and execution for critical IT systems.
- Offer proactive solutions to recurring technical issues by analyzing trends and patterns.
- Stay current with emerging technologies and industry best practices to continually improve help desk services.
- Maintain inventory of hardware and software assets to ensure accurate tracking and management.

- Strong technical aptitude and problem-solving skills.
- Excellent written and verbal communication abilities.
- High degree of patience and customer service orientation.
- Collaborative mindset and ability to work well in a team.
- Strong organizational skills and attention to detail.
- Ability to adapt to rapidly changing technology and environments.
- Proactive approach to identifying and resolving issues.
- Leadership qualities to guide and mentor junior staff.
- Strong analytical skills to perform effective root cause analysis.
- Dependable and reliable, with a commitment to quality support.
- Ability to handle high-pressure situations calmly and efficiently.
- Inquisitive nature with a desire for continuous learning and self-improvement.
- Strong time management skills and ability to prioritize tasks effectively.
- High degree of integrity and professionalism.
- Resourcefulness and creativity in troubleshooting technical problems.

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Flexible work schedules and remote work options
- Paid time off (PTO) including vacation, sick days, and holidays
- 401(k) retirement plan with company matching contributions
- Professional development opportunities including training and certifications
- Tuition reimbursement programs
- Employee wellness programs and resources
- Company-sponsored events and team-building activities
- Employee assistance programs (EAP)
- Disability and life insurance coverage
- Opportunities for career advancement and internal mobility
- Access to latest technology and tools
- Collaborative and supportive work environment