Senior Help Desk Support

Vintti is revolutionizing remote staffing by prioritizing time zone alignment. We connect US-based SMBs, startups, and firms with Latin American professionals who work synchronously with US schedules. This approach ensures that businesses can maintain their usual workflows, conduct real-time meetings, and collaborate effectively without the typical challenges of working across disparate time zones.

The Senior Help Desk Support role is integral to ensuring seamless IT operations within an organization. Professionals in this role are responsible for providing advanced technical assistance and support related to computer systems, hardware, and software. They respond to escalated issues, conduct troubleshooting, and resolve complex technical problems in a timely manner. Additionally, Senior Help Desk Support staff oversee the help desk team, mentor junior technicians, and contribute to the development and implementation of IT support policies and procedures. Their expert knowledge and leadership are key to maintaining high levels of user satisfaction and operational efficiency.

- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in an IT support or help desk role.
- Strong knowledge of Windows and macOS operating systems.
- Proficiency in troubleshooting and resolving hardware, software, and network issues.
- Experience with help desk ticketing systems, such as ServiceNow or Jira.
- Familiarity with Active Directory, including user and group management.
- Experience with mobile device management (MDM) solutions.
- Strong understanding of network fundamentals, including TCP/IP, DNS, and DHCP.
- Knowledge of remote support tools and techniques.
- Excellent communication skills, both written and verbal.
- Strong customer service orientation with a focus on user satisfaction.
- Ability to work independently and as part of a team.
- Strong organizational and time-management skills.
- Ability to multitask and prioritize tasks effectively.
- Experience in training and mentoring junior staff.
- Attention to detail and strong problem-solving skills.
- Ability to lift and move equipment up to 25 pounds.
- Availability to work occasional after-hours or weekends as needed.
- Certification in CompTIA A+ or Network+ is preferred.
- Familiarity with audiovisual equipment setup and support.
- Understanding of ITIL processes and frameworks is a plus.

- Provide technical support to end-users via phone, email, and in-person.
- Troubleshoot and resolve hardware, software, and network-related issues.
- Monitor and respond to support tickets, ensuring compliance with SLAs.
- Deploy, configure, and maintain desktop and laptop computers.
- Assist users with password resets and account lockouts.
- Manage and support mobile devices.
- Perform routine system maintenance and updates.
- Assist in setup and support of audiovisual equipment.
- Coordinate with IT teams for escalation and resolution.
- Document support processes, procedures, and solutions.
- Provide training and guidance to junior help desk staff.
- Maintain inventory of IT assets.
- Conduct software installations, updates, and licensing management.
- Assist with onboarding and offboarding of employees.
- Participate in development and implementation of IT policies.
- Perform remote diagnostics and troubleshooting.
- Conduct follow-up to ensure issue resolution and user satisfaction.
- Support and manage user access permissions and security policies.
- Collaborate with cross-functional teams for IT projects.
- Track and report recurring issues for potential improvements.

The ideal candidate for the Senior Help Desk Support role will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience, and have a minimum of 5 years in IT support or help desk roles. They will have robust expertise in troubleshooting and resolving hardware, software, and network issues on both Windows and macOS operating systems. Proficiency with help desk ticketing systems such as ServiceNow or Jira and familiarity with Active Directory, mobile device management (MDM) solutions, and network fundamentals like TCP/IP, DNS, and DHCP are essential. The candidate will have excellent communication skills, both written and verbal, with a strong customer service orientation and the ability to manage user access permissions, perform remote diagnostics, and collaborate effectively with cross-functional teams. Their strong organizational skills will enable them to multitask and prioritize effectively in a fast-paced environment. Additionally, they should be experienced in training and mentoring junior staff, exhibiting a high level of patience, empathy, and a customer-centric approach. The ideal candidate will be self-motivated, proactive, and thrive under pressure, demonstrating reliability, dependability, and a commitment to continuous improvement. They will have a detail-oriented mindset, strong problem-solving abilities, and must be capable of lifting and moving equipment up to 25 pounds. Certification in CompTIA A+ or Network+ is preferred, and familiarity with audiovisual equipment setup and ITIL processes is a plus. Their adaptability to changing environments, coupled with a passion for technology and a high level of integrity and professionalism, sets them apart as the perfect fit for this role.

- Provide timely and efficient technical support to end-users via phone, email, and in-person.
- Troubleshoot and resolve hardware, software, and network-related issues.
- Monitor and respond to support tickets in a help desk system, ensuring compliance with SLAs.
- Deploy, configure, and maintain desktop and laptop computers, including operating system installations and updates.
- Assist users with password resets and account lockouts.
- Manage and support mobile devices, including configuring and troubleshooting.
- Perform routine system maintenance and updates to ensure optimal performance.
- Assist in the setup and support of audiovisual equipment for meetings and presentations.
- Coordinate with other IT teams for escalation and resolution of complex technical issues.
- Document support processes, procedures, and solutions in the knowledge base.
- Provide training and guidance to junior help desk staff.
- Maintain inventory of IT assets and ensure proper documentation.
- Conduct software installations, updates, and licensing management.
- Assist with onboarding and offboarding of employees, including account setup and hardware provisioning.
- Participate in the development and implementation of IT policies and procedures.
- Perform remote diagnostics and troubleshooting using remote support tools.
- Conduct follow-up to ensure issues are fully resolved and users are satisfied.
- Support and manage user access permissions and security policies.
- Collaborate with cross-functional teams for IT project implementation and support.
- Track and report recurring issues to identify potential improvements and training opportunities.

- Excellent problem-solving skills
- Strong interpersonal skills
- High level of patience and empathy
- Ability to work under pressure
- Self-motivated and proactive
- Detail-oriented and thorough
- Strong multitasking abilities
- Effective communicator
- Strong work ethic
- Team player mentality
- Adaptability to changing environments
- Quick learner with a passion for technology
- Reliability and dependability
- Commitment to continuous improvement
- Creative thinker with innovative ideas
- High level of integrity and professionalism
- Customer-centric approach
- Effective time management skills

- Competitive salary range commensurate with experience
- Comprehensive health insurance (medical, dental, vision)
- Flexible work schedule with remote work options
- Paid time off (PTO) including vacation, sick leave, and holidays
- Retirement savings plan with company match (401(k) or equivalent)
- Professional development opportunities and educational reimbursement
- Employee wellness programs and resources
- Life insurance and disability coverage
- Employee assistance program (EAP)
- Annual performance bonuses and merit-based raises
- Paid parental leave and family care support
- Discounted technology purchases and services
- On-site gym and wellness facilities (if applicable)
- Commuter benefits or transportation subsidies
- Company-sponsored social and team-building events
- Collaborative and inclusive work environment
- Opportunities for career advancement and internal promotions
- Access to the latest technology and tools
- Recognition programs and employee awards
- Flexible spending accounts (FSAs) for healthcare and dependent care
- Casual dress code
- Free snacks and beverages in the office