Sr. Tech Support Analyst

Gravity IT Resources; Pompano Beach (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

Gravity IT Resources is seeking a Senior IT Support Analyst to provide advanced end-user support onsite in a high-volume environment in Pompano Beach, FL. This contract role involves escalation, coordination, and hands-on technical work.

You will mentor junior technicians, manage ticket triage, and ensure professional customer service while upholding company standards.

Qualifications

• High school diploma or equivalent required.
• 2+ years of enterprise IT support experience.
• Demonstrated ability to troubleshoot and escalate complex issues.
• Strong interpersonal and communication skills.
• Proven ability to work effectively onsite with customers.

Responsibilities

• Serve as escalation point for complex IT issues beyond routine support.
• Provide deskside and end-user support for laptops, mobile devices, printers, and A/V where needed.
• Use structured troubleshooting to diagnose root causes and coordinate with other teams or vendors.
• Coach, train, and mentor junior technicians.
• Assist with ticket triage, distribution, and workload balancing.
• Deliver excellent in-person customer service with clear communication and follow-through.
• Follow established processes and documentation standards.

Skills

Advanced troubleshooting

Customer-facing communication

On-site support

Mentoring/coaching

Education

High school diploma or equivalent

Job description

Job Title: Sr. Technical Support Analyst

Job Location: Pompano Beach, FL (On-Site)

Job Type: Contract (Thru 6/30/27 with likelihood of extension)

We are seeking a Senior IT Support Technician to provide advanced end-user support in an enterprise environment and serve as an escalation point for the local support team. This is an onsite, contract role supporting a high-volume, customer-facing environment. In addition to hands-on technical support, this Senior resource will help back up team coordination activities such as ticket triage/dispatch and workload distribution, while maintaining strong professionalism and communication.

Key Responsibilities

• Serve as the escalation point for complex technical issues beyond routine desktop support.
• Provide deskside and end-user support across:
  • Endpoint hardware/software (primarily computers)
  • Mobile devices
  • Printers/scanners
  • Some audio/visual (A/V) support
• Use a structured troubleshooting approach to diagnose root cause and drive issues to resolution, including coordinating with other internal teams or vendors when needed.
• Coach, train, and mentor junior technicians; explain concepts clearly and share knowledge to raise team capability.
• Support day-to-day operations by assisting with:
  • Ticket triage and assignment/distribution
  • Helping ensure work is balanced and handled efficiently
  • Backing up coordination responsibilities as needed
• Deliver excellent customer service in an in-person environment, including clear communication, professional presentation, and strong follow-through.
• Follow established processes, documentation standards, and organizational policies.

Required Qualifications

• High school diploma or equivalent.
• 2+ years of enterprise IT support experience.
• Demonstrated strength in advanced troubleshooting and escalations (beyond standard desktop support).
• Strong interpersonal and communication skills, including the ability to explain your thought process and provide clear updates.
• Proven ability to work effectively in a customer-facing, onsite environment.

Preferred Qualifications

• Relevant technical certifications.
• Experience mentoring/coaching junior technicians and/or contributing to documentation/knowledge base articles.
• Experience supporting triage/dispatch, ticket assignment, or workload distribution.

Equal Employment Opportunity Statement

Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.