Advanced Customer Support Technicians

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Job Title: Advanced Customer Support Technicians
Location: Boca Raton, FL and Pompano Beach, FL (onsite)
Job Type: Contract
Referral Fee:
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly 

Overview
The IT Desktop Support (Advanced) position is responsible for providing expert level technical support, managing complex IT issues, and ensuring the stability and security of end user computing environments. This role involves advanced troubleshooting, IT infrastructure support, process automation, and mentoring junior IT staff.

Duties and Responsibilities

• Mentor Junior IT Staff and provide end-user training on new technologies
• Assist in File restores
• Work with IT Infrastructure for basic network status and port activation
• Escalate and collaborate with IT Team lead on critical incidents
• Diagnose and resolve high level technical issues related to hardware, software, and network infrastructure
• Assists in coordinating and escalation of audiovisual setups and video conferencing support o Virtual Meeting Applications knowledge preferred (MS Teams, Cisco Webex, Zoom, GoTo, etc.)
• Audiovisual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)
• Manage and remediate workstations with security vulnerabilities via Microsoft Endpoint Configuration Manager (MECM), and Qualys
• Participate in after-hours (evening & weekend) on-call rotation
• Manage or support IT projects, ensuring successful implementation, timely delivery, and alignment with business objectives
• Contribute to and finalize internal documentation, ensuring processes are clearly outlined for future reference by IT staff
• Travel to remote locations to provide support, as needed
• Perform other duties as assigned

Required Experience and Skills

• High school diploma or equivalent; additional certifications or relevant education is a plus.
• IT Enterprise experience is preferred
• Minimum two years’ experience in customer service and quality assurance.
• Previous experience using a ticketing system that manages support requests and monitoring trends.
• Experience with scripting and automation.
• Ability to manage multiple priorities and work independently or as part of a team
• Capacity to perform in high-pressure situations, with strong organizational and time management skills
• Excellent problem-solving and communication skills.
• Strong technical troubleshooting skills with hardware and software issues.
• Understanding help desk processes and service management principles.
• Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday.
• Ability to lift up to 50 pounds

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