Support Desk Technician

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

A Support Desk Technician plays a crucial role in providing technical assistance and support to users within an organization. They are the first point of contact for troubleshooting hardware, software, and network-related issues, ensuring that any disruptions to a user’s workflow are promptly addressed. These professionals are skilled in diagnosing problems, guiding users through step-by-step solutions, and escalating complex issues to higher-level IT staff when necessary. Their expertise helps maintain the smooth operation of computer systems and contributes to overall user satisfaction by resolving technical problems efficiently and effectively.

- Associate's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+ certification or equivalent.
- Minimum of 2 years of experience in technical support or help desk role.
- Proficiency in Windows and macOS operating systems.
- Experience with troubleshooting hardware and software issues.
- Familiarity with network protocols and troubleshooting network connectivity issues.
- Strong understanding of user account management and access permissions.
- Experience with remote desktop support tools and techniques.
- Knowledge of Microsoft Office Suite and other common software applications.
- Excellent problem-solving skills and attention to detail.
- Strong customer service and communication skills.
- Ability to work both independently and as part of a team.
- Flexibility to handle multiple tasks and prioritize effectively.
- Willingness to participate in on-call rotations and occasional after-hours support.
- Familiarity with cybersecurity best practices.
- Ability to lift and move heavy IT equipment as needed.
- Valid driver's license and reliable transportation for on-site support when necessary.

- Respond to help desk tickets via phone, email, and in-person interactions.
- Troubleshoot hardware issues on desktops, laptops, printers, and mobile devices.
- Troubleshoot software issues across operating systems and applications.
- Install and configure computer systems and applications.
- Upgrade existing computer systems and software.
- Set up user accounts, permissions, and access rights.
- Manage user access and permissions across various systems.
- Provide support for network connectivity issues, including Wi-Fi and LAN.
- Assist users with password resets and account lockouts.
- Monitor and maintain IT infrastructure components.
- Document support cases and solutions.
- Maintain an updated knowledge base.
- Conduct routine system maintenance and updates.
- Perform data backup and recovery procedures.
- Set up audio/visual equipment for meetings and presentations.
- Collaborate with IT team members on projects and complex issues.
- Educate users on cybersecurity practices and technology usage.
- Follow up with users to ensure satisfactory resolution.
- Manage IT asset inventory, including issuance and returns.
- Escalate complex technical issues to senior technicians or other departments.
- Participate in team meetings to discuss issues and improvements.

The ideal candidate for the Support Desk Technician role will possess an Associate's degree in Information Technology, Computer Science, or a related field, coupled with a CompTIA A+ certification or equivalent. With a minimum of 2 years of experience in technical support or a help desk role, the candidate should have a proven track record of proficiently troubleshooting both hardware and software issues, particularly within Windows and macOS environments. They should demonstrate a deep understanding of network protocols and connectivity troubleshooting, alongside robust skills in user account management and permissions. Experience with remote desktop support tools and Microsoft Office Suite is essential, as are excellent problem-solving capabilities and keen attention to detail. This individual should exhibit strong customer service and communication skills, showcasing an ability to articulate technical information clearly and empathetically to users. The perfect fit will be a team player with a proactive attitude, able to adapt swiftly to new technologies and fluctuating environments while managing multiple tasks and prioritizing effectively. Exhibiting high levels of reliability, organizational skills, and a strong work ethic, the candidate must be willing to participate in on-call rotations and provide occasional after-hours support when needed. Physical capability to lift and maneuver heavy IT equipment, along with a valid driver's license for on-site support, further underscores their readiness and commitment to this vital role.

- Respond to and resolve incoming help desk tickets via phone, email, and in-person interactions.
- Troubleshoot hardware and software issues on desktops, laptops, printers, and mobile devices.
- Install, configure, and upgrade computer systems and applications.
- Set up and manage user accounts, permissions, and access rights within various systems.
- Provide technical support for network connectivity issues, including Wi-Fi and LAN troubleshooting.
- Assist users with password resets and account lockouts.
- Monitor and maintain IT infrastructure, including servers, network devices, and peripherals.
- Document support cases, solutions, and maintain an updated knowledge base.
- Conduct regular system maintenance and updates to ensure optimal performance and security.
- Perform data backup and recovery procedures to safeguard user data.
- Support audio/visual equipment setup for meetings and presentations.
- Collaborate with IT team members on larger projects and complex technical issues.
- Educate users on best practices for cybersecurity and efficient use of technology.
- Follow up with users to ensure resolution and satisfaction with support provided.
- Manage inventory of IT assets, including tracking issuance and returns.
- Escalate complex issues to senior technicians or other IT departments as necessary.
- Participate in regular team meetings to discuss ongoing issues and improvements.

- Strong problem-solving skills
- Excellent communication abilities
- High attention to detail
- Strong customer service orientation
- Ability to work under pressure
- Team player mentality
- Initiative and proactive attitude
- Adaptability to new technologies and changing environments
- Patience and empathy with users
- Strong organizational skills
- Ability to manage time effectively
- Technical aptitude and willingness to continuously learn
- High level of reliability and responsibility
- Good interpersonal skills
- Strong work ethic
- Ability to think critically and analytically
- Effective multitasking capabilities
- Strong organizational skills
- Positive attitude towards feedback and self-improvement
- Ability to lift and handle heavy equipment

- Competitive salary, commensurate with experience
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Flexible work schedule options
- Professional development opportunities, including certifications and training
- Tuition reimbursement programs
- Employee wellness programs
- Remote work opportunities (subject to company policy)
- Employee assistance programs (EAP)
- Access to the latest technology and tools
- Discounted memberships to partner organizations
- Team-building activities and company events
- Opportunities for career advancement within the organization
- Performance-based bonuses and incentives
- Travel stipend for necessary on-site support
- Relocation assistance (if applicable)
- Comprehensive onboarding and training programs
- Employee recognition programs
- Casual dress code (unless specified otherwise for certain conditions)
- Safe and supportive work environment