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

Sr. Tech Support Analyst

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