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Senior Customer Support Engineer / Help Desk
Position Type: Contract
Location: Nashville, TN (Onsite 5 days)
Overview
We are seeking a Senior Client Support Engineer to provide advanced technical support and troubleshooting across end-user devices, applications, and systems. This role will serve as a key escalation point for complex issues, ensure smooth operations of IT services, and contribute to process improvement initiatives. The ideal candidate will have strong customer service skills, in-depth knowledge of Microsoft environments, and the ability to mentor junior team members while maintaining strong cross-departmental relationships.
Responsibilities
- Provide desktop support for users, including computers, monitors, phones, printers, mobile devices, and other equipment.
- Troubleshoot and resolve technical issues of varying complexity; escalate or route to other resolver groups as needed.
- Manage incidents and service requests through ticketing systems, ensuring timely resolution.
- Support installation, maintenance, and troubleshooting of audio/visual equipment in conference rooms.
- Identify and respond to system outages, engaging appropriate support teams promptly.
- Collaborate with managed service providers to ensure effective Level 1 support.
- Create, update, and maintain IT documentation for systems and processes.
- Mentor junior support staff, provide training, and foster a collaborative team environment.
- Build strong partnerships across the business to improve service delivery.
- Leverage technical competencies (e.g., scripting, automation) to improve processes.
- Coordinate and manage small projects involving IT support initiatives.
- Support department activities with consistent and timely attendance.
Required Skills & Knowledge
- Strong customer service and communication skills, adaptable to varying user technical levels.
- Advanced troubleshooting in Microsoft server/client environments.
- Networking fundamentals and solid knowledge of IP telephony.
- Proficiency with Microsoft Office and Adobe applications.
- Strong knowledge of Active Directory, Azure AD, DNS, DHCP, Exchange Online, SCCM, Intune, and endpoint management.
- Experience with scripting tools such as PowerShell.
- Ability to troubleshoot and support Outlook in both Exchange and cloud environments.
- Familiarity with Apple and Android devices.
- Strong organizational skills with attention to detail and documentation.
Qualifications
- Education: Associate’s Degree required; Bachelor’s Degree preferred. Equivalent experience may substitute for degree requirements.
- Certifications: A+, Network+, or Microsoft Azure Administrator (preferred).
- Experience: 2–3 years of relevant IT support experience.
Additional Information
- Ability to lift up to 75 lbs on a regular basis.
- Ability to travel periodically to support remote offices.
- Occasional overtime may be required.
- Participation in on-call rotation for after-hours support.
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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.