Senior IT Support Specialist

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Senior IT Support Specialist is a seasoned professional responsible for providing advanced technical support and troubleshooting expertise across various systems and software. This role involves diagnosing complex IT issues, ensuring optimal performance of technology infrastructure, and offering strategic guidance on system improvements. Senior IT Support Specialists are pivotal in maintaining user satisfaction by resolving escalated technical problems, implementing best practices, and training junior staff. They play a crucial role in streamlining operations, enhancing security measures, and working closely with other departments to support organizational technology goals.

- Bachelor’s degree in Information Technology, Computer Science, or related field
- Minimum of 5 years of experience in IT support or a similar role
- Proficiency in managing and troubleshooting Windows and macOS operating systems
- Strong experience with Active Directory management, including user account creation and permission configuration
- In-depth knowledge of network protocols, LAN, WAN, and wireless technologies
- Familiarity with server maintenance, updates, and patch management
- Strong understanding of cybersecurity principles and best practices
- Experience with antivirus programs, firewalls, and intrusion detection systems
- Proficiency with remote support tools and VPN technologies
- Excellent problem-solving and analytical skills
- Strong verbal and written communication skills
- Ability to create, maintain, and update technical documentation
- Proven experience in managing IT projects and system migrations
- Strong organizational and time-management skills
- Ability to provide technical mentorship and training to junior IT staff
- Skilled in conducting system performance tuning and reliability enhancements
- Familiarity with various backup and recovery operations
- Experience dealing with hardware procurement, management, and disposal
- Ability to work independently and as part of a team
- Availability to participate in after-hours support rotation
- Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Systems Engineer (MCSE) are a plus

- Diagnose and resolve complex IT issues for end-users
- Manage user accounts, permissions, and configurations in Active Directory
- Perform routine maintenance, updates, and patches on servers and workstations
- Provide technical support and guidance to junior IT staff
- Monitor and respond to service desk tickets
- Conduct system performance tuning and reliability enhancements
- Coordinate and communicate with vendors for hardware and software issues
- Implement and maintain cybersecurity measures
- Create and update technical documentation
- Assist in planning and executing IT projects
- Perform data backups and recovery operations
- Troubleshoot network connectivity issues
- Evaluate and recommend new technologies and tools
- Provide remote support to users
- Ensure compliance with corporate IT policies and procedures
- Conduct end-user training sessions
- Manage hardware inventory and equipment procurement
- Participate in after-hours support rotation
- Collaborate with other departments to address IT needs
- Monitor IT infrastructure for unusual activity and performance issues

The ideal candidate for the role of Senior IT Support Specialist is an experienced and highly skilled professional with a minimum of 5 years in IT support or a similar role, possessing a Bachelor's degree in Information Technology, Computer Science, or a related field. They bring a robust technical aptitude and an in-depth understanding of IT systems and infrastructure, including proficiency in managing and troubleshooting both Windows and macOS operating systems, Active Directory, and network protocols. Their strong experience with server maintenance, updates, patch management, and cybersecurity measures ensures a secure and seamless IT environment. With excellent problem-solving and critical thinking skills, they efficiently diagnose and resolve complex IT issues, while their outstanding verbal and written communication abilities allow them to create and update technical documentation and provide effective mentorship to junior staff. The ideal candidate is proactive, self-motivated, and possesses strong organizational skills, enabling them to handle multiple tasks and prioritize workloads effectively. They display a high level of professionalism, reliability, and a commitment to maintaining the confidentiality and integrity of IT systems and data. Their collaborative spirit, combined with a passion for continuous learning and staying current with the latest technology trends, makes them adaptable and innovative in addressing a variety of technical challenges. Additionally, their exceptional customer service focus, patience, and empathy ensure positive interactions with end-users and team members. With a keen understanding of security protocols, they are proactive in implementing preventative measures, and their ability to manage hardware inventory efficiently sets them apart. Finally, their leadership qualities and willingness to participate in after-hours support showcase their dedication and readiness to fulfill the essential duties of this role.

- Diagnose and resolve complex IT issues for end-users using a variety of software and hardware solutions
- Manage user accounts, permissions, and configurations in Active Directory and other user management systems
- Perform routine maintenance, updates, and patches on servers, workstations, and network equipment
- Provide technical support and guidance to junior IT staff and assist in their professional development
- Monitor and respond to service desk tickets in a timely and efficient manner
- Conduct system performance tuning and reliability enhancements to ensure optimal operation
- Coordinate and communicate with vendors for hardware, software, and service-related issues
- Implement and maintain cybersecurity measures, including firewalls, antivirus programs, and intrusion detection systems
- Create and update technical documentation, including user guides, knowledge base articles, and system configurations
- Assist in the planning and execution of IT projects, such as system upgrades and migrations
- Perform regular data backups and recovery operations to ensure data integrity and availability
- Troubleshoot network connectivity issues, including LAN, WAN, and wireless networks
- Evaluate and recommend new technologies and tools to improve IT services and support
- Provide remote support to users via phone, email, or remote desktop solutions
- Ensure compliance with corporate IT policies and procedures
- Conduct training sessions for end-users on new software, hardware, and IT processes
- Manage hardware inventory, including procurement, deployment, and disposal of equipment
- Participate in after-hours support rotation to address critical issues that arise outside of normal business hours
- Collaborate with other departments to identify and address their specific IT needs and requirements
- Monitor IT infrastructure and systems for unusual activity and performance issues.

- Strong technical aptitude and a deep understanding of IT systems and infrastructure
- Excellent problem-solving abilities and critical thinking skills
- Outstanding communication skills, both verbal and written
- Attention to detail and precision in managing tasks and documentation
- Proactive and self-motivated with a strong work ethic
- Ability to multitask effectively and handle high-pressure situations with calmness
- Team-oriented with collaborative spirit and willingness to assist others
- Passion for continuous learning and staying updated with the latest technology trends
- High level of professionalism and reliability in fulfilling duties
- Strong organizational skills and ability to prioritize workloads
- Patience and empathy when dealing with end-users and junior staff
- Adaptability and flexibility in handling a variety of technical issues
- Leadership qualities with the ability to mentor and guide junior IT staff
- Strong customer service focus with the ability to build positive relationships
- Commitment to maintaining confidentiality and integrity of IT systems and data
- Innovative mindset and openness to exploring new solutions and technologies
- Strong analytical skills to evaluate and recommend effective IT solutions
- Keen understanding of security protocols and proactive in implementing preventative measures
- Ability to handle and manage hardware inventory efficiently
- Availability and willingness to participate in after-hours support as needed

- Competitive salary ranging from $85,000 to $105,000 per year, based on experience
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Generous paid time off (PTO) policy, including vacation and sick days
- Flexible work schedule with opportunities for remote work
- Professional development and training reimbursement
- Employee wellness programs, including gym membership discounts
- Company-sponsored events and team-building activities
- Tuition assistance for continued education and certifications
- Opportunities for career advancement and promotions
- Onsite childcare or childcare reimbursement
- Commuter benefits or company-sponsored transportation options
- Life and disability insurance policies
- Employee assistance program (EAP) with mental health support
- Access to cutting-edge technology and tools
- Collaborative and supportive work environment
- Recognition and rewards programs for outstanding performance
- Employee referral bonus program
- Paid parental leave policies
- Access to an employee discount program
- Volunteer time off for community service activities
- Annual performance reviews with potential for merit-based raises