Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.
A Service Desk Analyst plays a crucial role in providing technical support and assistance to end-users within an organization. They act as the first point of contact for IT-related issues, troubleshooting hardware, software, and network problems to ensure smooth operational efficiency. Their responsibilities include logging incidents, resolving technical issues, and escalating more complex problems to specialized IT teams. Utilizing strong communication and problem-solving skills, Service Desk Analysts ensure timely responses and solutions that minimize downtime and improve the overall user experience.
- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- Proven experience as a Service Desk Analyst or in a similar role.
- Proficiency with service desk ticketing systems and remote desktop tools.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with common IT hardware, including workstations, laptops, and peripheral devices.
- Understanding of network concepts and troubleshooting (TCP/IP, DNS, DHCP).
- Experience with Active Directory and user account management.
- Ability to diagnose and resolve basic to intermediate technical issues.
- Excellent communication and interpersonal skills.
- Strong organizational skills and attention to detail.
- Ability to work well under pressure and manage multiple tasks simultaneously.
- Customer-focused attitude with a strong commitment to providing exceptional service.
- Ability to work independently and collaboratively within a team.
- Familiarity with IT security best practices and compliance requirements.
- Willingness to participate in on-call rotation and handle after-hours support as needed.
- Problem-solving skills and the ability to think critically in emergencies.
- Certification in ITIL or CompTIA A+ is a plus.
- Experience with system updates and software installations.
- Basic understanding of IT asset management and inventory tracking.
- Respond to service desk requests via phone, email, and ticketing system.
- Diagnose and resolve hardware, software, and network connectivity issues.
- Escalate complex problems to appropriate IT support teams.
- Document troubleshooting steps and resolutions in the ticketing system.
- Follow up with end-users to ensure satisfactory issue resolution.
- Set up and configure new workstations, laptops, and peripheral devices.
- Manage user accounts, including password resets and access permissions.
- Provide remote support to end-users via remote desktop tools.
- Perform system updates and software installations.
- Monitor system alerts and notifications for potential issues.
- Assist with onboarding and offboarding of employees.
- Maintain IT asset inventory and usage tracking.
- Ensure compliance with company IT policies and security protocols.
- Participate in team meetings to discuss issues and improvements.
- Provide end-user training on IT systems and software best practices.
- Conduct regular audits of system performance and user satisfaction.
- Prepare and maintain documentation for IT support procedures.
- Collaborate with IT team members on projects and upgrades.
- Handle emergency situations and critical incident responses.
- Stay updated with technological advancements and IT best practices.
The ideal candidate for the Service Desk Analyst role is a highly skilled and adaptable professional with a Bachelor’s degree in Information Technology, Computer Science, or a related field, coupled with proven experience in a similar capacity. This individual possesses a robust understanding of Windows and macOS operating systems, proficiency with service desk ticketing systems, and remote desktop tools, as well as foundational knowledge of network concepts such as TCP/IP, DNS, and DHCP. With exceptional problem-solving abilities, strong organizational skills, and a keen eye for detail, the candidate excels in diagnosing and resolving technical issues, managing user accounts within Active Directory, and configuring hardware and software. They are customer-focused and exhibit excellent interpersonal communication abilities, ensuring effective and empathetic interactions with end-users. This proactive and resourceful professional thrives under pressure, adeptly managing multiple tasks, and is committed to maintaining compliance with IT security protocols. A team player who can work independently, the candidate is also willing to participate in on-call rotations and handle after-hours support. Their strong analytical skills, combined with a dedication to continuous learning and staying abreast of technological advancements, set them apart as a dependable and indispensable asset to the IT team.
- Respond to incoming service desk requests via phone, email, and ticketing system.
- Diagnose and resolve technical issues related to hardware, software, and network connectivity.
- Escalate complex problems to appropriate IT support teams for resolution.
- Document troubleshooting steps and resolutions in the ticketing system.
- Follow up with end-users to ensure issues are resolved satisfactorily.
- Set up and configure new workstations, laptops, and peripheral devices.
- Manage user accounts, including password resets and access permissions.
- Provide remote support to end-users through remote desktop tools.
- Perform system updates and software installations as per company policies.
- Monitor system alerts and notifications for potential issues.
- Assist with onboarding and offboarding of employees, including software and hardware setup.
- Maintain IT asset inventory and track usage.
- Ensure compliance with company IT policies and security protocols.
- Participate in team meetings to discuss ongoing issues and improvements.
- Provide end-user training and guidance on best practices for IT systems and software.
- Conduct regular audits of system performance and user satisfaction.
- Prepare and maintain detailed documentation for IT support procedures.
- Collaborate with other IT team members on projects and system upgrades.
- Handle emergency situations and critical incident responses effectively.
- Stay updated with the latest technological advancements and IT best practices.
- Strong problem-solving abilities and critical thinking skills
- Excellent communication and interpersonal skills
- High level of technical proficiency and adaptability
- Strong organizational skills and attention to detail
- Ability to work well under pressure and in a fast-paced environment
- Strong customer service orientation and commitment to providing exceptional support
- Team player who can also work independently
- Eagerness to learn and stay updated with technological advancements
- Proactive and resourceful with a can-do attitude
- Patience and empathy when dealing with end-users
- Strong time management skills and ability to prioritize tasks effectively
- Reliable and dependable with a strong work ethic
- Flexibility to participate in on-call rotation and provide after-hours support
- Ability to maintain confidentiality and handle sensitive information appropriately
- Strong analytical skills to diagnose and resolve technical issues
- Detail-oriented with a focus on accuracy and quality in documentation
- Ability to handle emergency situations calmly and efficiently
- Willingness to collaborate and share knowledge with team members
- High degree of professionalism and adherence to company policies and procedures
- Competitive salary range: $50,000 - $70,000 annually, depending on experience
- Comprehensive health insurance plans, including medical, dental, and vision coverage
- 401(k) retirement plan with company matching
- Paid time off (PTO) and holidays
- Flexible work hours and remote working options
- Professional development and training opportunities
- Tuition reimbursement for relevant coursework and certifications
- Employee assistance program (EAP) for personal and professional support
- Wellness programs and gym membership discounts
- Opportunities for career advancement and internal promotions
- Collaborative and inclusive work environment
- Access to latest technology and tools
- Free or subsidized company-provided devices and software
- Company-sponsored social events and team-building activities
- On-site or virtual tech workshops and seminars
- Recognition and rewards program for outstanding performance
- Casual dress code and flexible working environment
- Employee discount programs on various products and services
- Commuter benefits and parking reimbursement
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