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
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
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.
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
•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
•Tracks work orders in the work order system.
Serves as essential personnel and provides assistance in the event
of an emergency on campus.
Other job-related duties as assigned.
Additional Job Description
High school diploma or equivalent.
Five years of related full-time experience providing technology
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.
Bachelor’s degree from an accredited institution in an area of
Experience in supporting users in a higher education
Experience with work order tracking systems, such as Zendesk or
Two years supervisory experience.
Knowledge, Skills and Abilities:
Knowledge of basic networking concepts.
Knowledge and experience using Windows, MacOS, Android, and IOS
Knowledge of common productivity software, such as Microsoft
Office, presentation graphics and printing.
Knowledge and experience in troubleshooting and setup of computer
Knowledge of supervisory principles, methods and techniques, such
as goal setting, staff appraisals, and employee scheduling.
Excellent organizational, time management and problem solving
Skill in identifying complex problems and reviewing related
information to develop and evaluate options and implement
Ability to thrive in an organization that values the diversity of
its student body and workforce and actively promotes equity and
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
Salary: $25.81 per hour
FGCU is an EOE AA /F/Vet/Disability Employer.