Senior IT Support Analyst

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 Senior IT Support Analyst plays a crucial role in ensuring the seamless operation of an organization's IT infrastructure. This position is responsible for troubleshooting technical issues, providing high-level support to end-users, and maintaining systems to prevent downtime. The role involves not only resolving complex problems but also improving IT processes and policies. Senior IT Support Analysts collaborate with various departments to understand their IT needs, implement solutions, and provide training and documentation. They also stay updated with the latest technology trends to recommend and implement upgrades that enhance overall efficiency and security.

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT support or a similar role.
- Strong knowledge of Windows, MacOS, and Linux operating systems.
- Proficiency with networking protocols and services (TCP/IP, DNS, DHCP, VPN, etc.).
- Experience with enterprise-level software and hardware troubleshooting.
- Hands-on experience with IT service management tools and ticketing systems.
- Familiarity with ITIL framework and best practices.
- Strong understanding of IT security principles and practices.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal abilities.
- Ability to manage multiple tasks and projects simultaneously.
- Experience with virtualization technologies (VMware, Hyper-V, etc.).
- Knowledge of cloud computing platforms (AWS, Azure, GCP).
- Experience with Active Directory, Group Policy, and user account management.
- Familiarity with backup and disaster recovery solutions.
- Ability to work independently and as part of a team.
- Industry certifications such as CompTIA A+, Network+, Security+, or relevant Microsoft certifications.
- Strong documentation skills and attention to detail.
- Willingness to participate in on-call rotation and provide after-hours support when needed.

- Provide advanced technical support and troubleshooting for software, hardware, and network issues.
- Respond to and manage support tickets and service requests using a ticketing system.
- Monitor and maintain IT infrastructure, ensuring optimal performance and reliability.
- Conduct system maintenance tasks, including software updates, patches, and backups.
- Collaborate with other IT teams and departments to resolve complex issues and implement solutions.
- Perform diagnostics and repair of malfunctioning hardware and software.
- Manage user accounts and permissions within various systems and applications.
- Develop and maintain comprehensive documentation for IT processes, procedures, and configurations.
- Assist in the planning and execution of IT projects and system upgrades.
- Provide training and support to end-users on IT systems and software applications.
- Analyze system logs and event data to proactively identify and resolve potential issues.
- Implement and enforce IT security policies and practices to protect company data and systems.
- Coordinate with vendors and service providers for procurement, repairs, and support services.
- Participate in disaster recovery planning and testing to ensure business continuity.
- Track and manage IT inventory, including hardware, software licenses, and warranties.

The ideal candidate for the Senior IT Support Analyst role will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, coupled with a minimum of 5 years of hands-on experience in IT support or a similar capacity. This professional will demonstrate a robust knowledge of various operating systems, including Windows, MacOS, and Linux, as well as a strong proficiency in networking protocols and services such as TCP/IP, DNS, DHCP, and VPN. Their ability to troubleshoot enterprise-level software and hardware issues, combined with hands-on experience with IT service management tools and ticketing systems, will be essential. Familiarity with the ITIL framework and a deep understanding of IT security principles will underline their advanced technical capabilities. The candidate's exceptional problem-solving and analytical skills, alongside excellent communication and interpersonal abilities, will enable them to manage multiple tasks and collaborate effectively with colleagues. Experience with virtualization technologies, cloud computing platforms, Active Directory, and disaster recovery solutions will further highlight their technical expertise. Their proactive and self-motivated nature, coupled with a strong customer service orientation, will ensure they provide exceptional support and maintain a high level of attention to detail. Additionally, the candidate will exhibit a team-oriented approach, adaptability, and a commitment to continuous learning and professional development, reinforced by relevant industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications. This individual will bring a methodical approach to problem resolution, strong decision-making skills, and the ability to mentor junior staff while maintaining the confidentiality and security of sensitive information, making them an invaluable asset to the IT team.

- Provide advanced technical support and troubleshooting for software, hardware, and network issues.
- Respond to and manage support tickets and service requests using a ticketing system.
- Monitor and maintain IT infrastructure, ensuring optimal performance and reliability.
- Conduct system maintenance tasks, including software updates, patches, and backups.
- Collaborate with other IT teams and departments to resolve complex issues and implement solutions.
- Perform diagnostics and repair of malfunctioning hardware and software.
- Manage user accounts and permissions within various systems and applications.
- Develop and maintain comprehensive documentation for IT processes, procedures, and configurations.
- Assist in the planning and execution of IT projects and system upgrades.
- Provide training and support to end-users on IT systems and software applications.
- Analyze system logs and event data to proactively identify and resolve potential issues.
- Implement and enforce IT security policies and practices to protect company data and systems.
- Coordinate with vendors and service providers for procurement, repairs, and support services.
- Participate in disaster recovery planning and testing to ensure business continuity.
- Track and manage IT inventory, including hardware, software licenses, and warranties.

- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- Ability to work well under pressure and manage multiple tasks simultaneously
- High level of attention to detail and accuracy
- Proactive and self-motivated with a strong sense of ownership and accountability
- Strong customer service orientation and ability to provide exceptional support
- Team-oriented mindset with the ability to collaborate effectively with colleagues
- Adaptability and flexibility to handle changing priorities and emerging challenges
- Ability to learn quickly and stay updated with new technologies and industry trends
- Strong organizational and time management skills
- Professionalism and a positive attitude
- High level of technical aptitude and hands-on experience with diverse IT systems
- Strong documentation skills
- Commitment to maintaining confidentiality and security of sensitive information
- Willingness to participate in ongoing training and certification programs
- Strong troubleshooting abilities with a methodical approach to problem resolution
- Ability to mentor and provide guidance to junior staff and end-users
- Strong decision-making skills and ability to implement effective solutions efficiently
- Ability to work independently with minimal supervision
- A detail-oriented approach to ensuring comprehensive and thorough IT support and maintenance

- Competitive salary range: $80,000 - $110,000 annually
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO)
- Flexible work schedule
- Remote work options
- Professional development and training opportunities
- Certification reimbursement programs
- Employee assistance program (EAP)
- Life and disability insurance
- Wellness programs and gym membership discounts
- Commuter benefits and reimbursement
- Company-sponsored events and team-building activities
- Tuition reimbursement for further education
- Opportunities for career advancement within the company
- Access to the latest technology and tools
- Employee recognition and rewards programs
- Collaborative and supportive work environment
- Annual performance bonuses and merit-based raises