IT Maintenance Technician Supervisor

Job Summary

The IT Maintenance Technician Supervisor provides operational oversight with responsibility for delivering results for the university help desk.

Florida Gulf Coast University is committed to establishing and maintaining an inclusive working and learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of the campus life reflect a diverse, multi-cultural, and international worldview.

At FGCU, we collectively stand against any individual or group that practices any form of racism, discrimination, intolerance, hate expressions, or disrespect. We are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, religious beliefs, abilities, ages, gender identities, sexual orientations, socio-economic status, cultural traditions, family statuses, and military backgrounds. FGCU strives to hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our University stronger. The University community recognizes the importance of a diverse and inclusive institution and holds these ideals as paramount for the current and future success of the institution.

We seek colleagues who promote and embrace diversity, equity, and inclusion. We encourage individuals from diverse backgrounds to apply for this position as we believe that our University will grow and move forward through a commitment of equality for all.

Job Description

Typical duties may include but are not limited to:

•Supervises the day-to-day activities of the Help Desk staff.

•Focuses on maintaining steady workflow and productivity, meeting service/productivity standards, and resolving operational problems.

•Identifies, evaluates, supports, and solves complex issues related to the Help Desk.

•Provides guidance and training.

•Resolves escalated problems referred by subordinate staff.

•Advises faculty, staff, and administrators regarding university policies and procedures related to their assigned area.

•Serves as a link between staff and manager by handling questions, interpreting and administering policies/procedures, and resolving work related issues.

•Creates and implements evaluations, assessment, and Help Desk strategic goals to assess and report effectiveness of services to supervisor and appropriate stakeholders.

•Notifies manager of any escalated problems that need to be reviewed.

•Tracks work orders in the work order system.

Other Duties:

Serves as essential personnel and provides assistance in the event of an emergency on campus.

Other job-related duties as assigned.

Additional Job Description

Required Qualifications:

High school diploma or equivalent.

Five years of related full-time experience providing technology support.

Experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.

Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Must be able to work Monday through Friday, 2pm – 11pm. Weekend hours may be required on occasion. Schedule may vary by academic term, but will not exceed 40 hours per week.

Preferred Qualifications:

Bachelor’s degree from an accredited institution in an area of appropriate specialization.

Experience in supporting users in a higher education environment.

Experience with work order tracking systems, such as Zendesk or ServiceNow.

Two years supervisory experience.

Knowledge, Skills and Abilities:

Knowledge of basic networking concepts.

Knowledge and experience using Windows, MacOS, Android, and IOS operating systems.

Knowledge of common productivity software, such as Microsoft Office, presentation graphics and printing.

Knowledge and experience in troubleshooting and setup of computer hardware, software.

Knowledge of supervisory principles, methods and techniques, such as goal setting, staff appraisals, and employee scheduling.

Excellent organizational, time management and problem solving skills.

Skill in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Ability to thrive in an organization that values the diversity of its student body and workforce and actively promotes equity and inclusion.

Ability to take initiative to plan, organize, coordinate and perform work in various situations when numerous and diverse demands are involved.

Ability to work independently, as part of a collaborative team, and work effectively and professionally with diverse populations.

Ability to effectively manage the work of others by providing information, guidance and motivation.

Ability to communicate technical guidance and instructions to non-technical users on the use of computers and other applications and systems.

Salary: $25.81 per hour

FGCU is an EOE AA /F/Vet/Disability Employer.