Senior IT Help Desk Technician

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Senior IT Help Desk Technician plays a crucial role in managing and resolving complex technical issues that hinder the performance and efficiency of an organization's IT infrastructure. They are responsible for providing advanced troubleshooting support, guiding users through intricate problem-solving processes, and ensuring the seamless operation of hardware, software, and network systems. In addition, they mentor and coordinate with junior technicians, develop and implement best practices, and contribute to continuous improvement initiatives. Their expertise is vital for maintaining high levels of user satisfaction and operational uptime.

- Bachelor’s degree in Information Technology, Computer Science, or related field
- Minimum of 5 years of experience in an IT help desk or technical support role
- Strong knowledge of computer hardware, software, networking, and operating systems
- Experience with Active Directory and user account management
- Proficiency in troubleshooting and resolving advanced technical issues
- Familiarity with remote support tools and techniques
- Excellent customer service and communication skills
- Ability to manage and prioritize multiple tasks and service tickets
- Experience with audiovisual equipment setup and support
- Knowledge of ITIL or other IT service management frameworks is a plus
- Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications preferred
- Ability to work independently and collaboratively within a team environment
- Strong analytical and problem-solving skills
- Ability to conduct training sessions and create technical documentation
- Willingness to participate in after-hours support rotation
- Commitment to staying current with industry trends and continuous learning
- Leadership skills with experience in mentoring junior staff
- Strong organizational skills and attention to detail
- Understanding of data security and confidentiality practices and standards

- Provide advanced technical support for hardware, software, network, and system issues
- Diagnose and troubleshoot complex technical problems for end-users remotely and on-site
- Manage and prioritize a queue of service tickets, ensuring timely resolution of issues
- Collaborate with other IT team members to resolve escalated issues
- Install, configure, and maintain computer systems, software, and peripherals
- Perform routine maintenance and updates on workstations, servers, and network equipment
- Monitor system performance and identify potential issues before they become critical
- Develop and update technical documentation, including user guides and knowledge base articles
- Conduct training sessions for end-users on new technologies and best practices
- Assist in developing and implementing IT policies and procedures
- Manage user accounts and access permissions within Active Directory and other systems
- Coordinate with third-party vendors for support on specialized technical issues
- Conduct regular audits of IT equipment and software licenses to ensure compliance
- Provide input on and help develop IT strategies and improvements to optimize operations
- Participate in after-hours support rotation for critical issues and emergencies
- Stay current with new technologies, industry trends, and best practices through continuous learning and certification
- Lead and mentor junior IT help desk staff providing guidance and support for professional development
- Assist in the setup and management of audiovisual equipment for meetings and events
- Ensure the security and confidentiality of data and systems at all times

The ideal candidate for the Senior IT Help Desk Technician role is a seasoned IT professional with at least five years of hands-on experience in technical support, holding a Bachelor's degree in Information Technology or a related field. They possess a deep understanding of computer hardware, software, networking, and operating systems, with significant expertise in managing user accounts via Active Directory and troubleshooting complex technical issues. Proficient in using remote support tools and familiar with audiovisual equipment, they have demonstrated strong analytical and problem-solving abilities. This candidate excels in customer service and communication, able to simplify complex technical concepts for end-users. They are well-versed in IT service management frameworks like ITIL, and hold relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications. The ideal candidate is a proactive, resourceful individual who thrives in a fast-paced, dynamic environment while effectively managing multiple priorities. They exhibit strong leadership skills, having mentored junior staff, and are dedicated to continuous professional development. Meticulously organized and detail-oriented, they uphold data security and confidentiality standards. With a positive attitude and innovative mindset, they are committed to improving IT operations and are dependable, especially during after-hours emergencies, demonstrating an unwavering dedication to supporting the organization's IT needs.

- Provide advanced technical support for hardware, software, network, and system issues
- Diagnose and troubleshoot complex technical problems for end-users remotely and on-site
- Manage and prioritize a queue of service tickets, ensuring timely resolution of issues
- Collaborate with other IT team members to resolve escalated issues
- Install, configure, and maintain computer systems, software, and peripherals
- Perform routine maintenance and updates on workstations, servers, and network equipment
- Monitor system performance and identify potential issues before they become critical
- Develop and update technical documentation, including user guides and knowledge base articles
- Conduct training sessions for end-users on new technologies and best practices
- Assist in developing and implementing IT policies and procedures
- Manage user accounts and access permissions within Active Directory and other systems
- Coordinate with third-party vendors for support on specialized technical issues
- Conduct regular audits of IT equipment and software licenses to ensure compliance
- Provide input on and help develop IT strategies and improvements to optimize operations
- Participate in after-hours support rotation for critical issues and emergencies
- Stay current with new technologies, industry trends, and best practices through continuous learning and certification
- Lead and mentor junior IT help desk staff providing guidance and support for professional development
- Assist in the setup and management of audiovisual equipment for meetings and events
- Ensure the security and confidentiality of data and systems at all times

- Proactive problem solver with strong analytical skills
- Excellent communicator with outstanding customer service skills
- Team player who collaborates effectively with colleagues
- Detail-oriented with strong organizational abilities
- Adaptive to a fast-paced, dynamic work environment
- Highly resourceful and able to work independently
- Technically proficient with a deep understanding of IT systems
- Strong leadership and mentoring capabilities
- Dedicated to continuous learning and professional development
- Reliable and able to manage multiple priorities efficiently
- Patient and resourceful in training and educating end-users
- Commitment to maintaining data security and confidentiality
- Positive attitude with a willingness to go the extra mile
- Innovative thinker with the ability to suggest and implement improvements
- Capable of working under pressure, especially during after-hours emergency support

- Competitive salary range: $70,000 - $90,000 per year
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Generous paid time off (PTO) and holidays
- Flexible work schedule options
- Remote work opportunities
- Professional development and continuous learning opportunities
- Reimbursement for industry certifications and relevant training courses
- Employee wellness programs
- Company-sponsored social and team-building events
- Employee assistance program (EAP) for personal and professional support
- Life and disability insurance coverage
- Access to cutting-edge technology and tools
- Career advancement opportunities within the organization
- Supportive and collaborative work environment
- Performance-based bonuses and incentives
- Free on-site parking or transportation allowance
- Casual dress code
- Referral bonus program for bringing in top talent