Senior System Support Technician

Lee County Port Authority; Fort Myers (FL); In loco; USD 43.000 - 51.000; Tempo pieno

Descrizione del lavoro

Lee County Port Authority is hiring a Senior System Support Technician at RSW/FGSQ to deliver expert-level escalation, troubleshooting, and root-cause analysis for mission-critical IT infrastructure. You will support enterprise endpoints and specialized public safety technologies integral to Airport Police, AOCC, and ARFF operations.

The role requires a Bachelor’s degree or equivalent, 3+ years in IT support, and the ability to obtain necessary clearances.

Competenze

• Must have a valid Florida driver's license within 30 days of hire.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.
• Minimum of three (3) years of IT technical support, help desk, or systems administration.
• Must pass background checks, drug test, and obtain SIDA badge via TSA process before employment.
• Must pass CJIS background screening for unescorted access.

Mansioni

• Serve as the highest escalation point within the Service Desk and diagnose complex hardware, software, and network issues.
• Provide technical support, hardware maintenance, software configuration, and system troubleshooting for public safety technologies (APD, AOCC, ARFF).
• Deliver advanced support for security hardware/software including CCTV, LPR cameras, Live Scan, and CAD software.
• Provide ‘white-glove’ support for executives and ensure high availability of technology assets and secure communications.
• Lead and mentor System Support Technicians; review escalated tickets and ensure ITIL-aligned practices.

Conoscenze

IT support

Help desk

Systems administration

Technical escalation

Formazione

Bachelor's degree in Computer Science / Information Technology

Strumenti

CCTV cameras

License Plate Reader (LPR) cameras

Live Scan fingerprinting systems

CAD software

Descrizione del lavoro

Southwest Florida International Airport (RSW) is an award-winning, medium-hub commercial service airport that served more than a record-breaking 11.1 million passengers in 2025 and is one of the top 50 airports in the United States for passenger traffic. Fifteen airlines serve RSW with nonstop service to more than 70 markets, including Canada and Germany. The economic impact of the airport is $8.3 billion annually to the Southwest Florida region and more than 60,000 jobs. Page Field (FMY), an FAA-designated reliever airport, provides services to general and business aviation and accommodated more than 160,000 aircraft operations in 2025. Base Operations at Page Field is an award-winning, fixed-based operator and has been recognized for its customer service and facilities.

Terminal Expansion projects are currently underway at RSW to improve the airport travel experience by consolidating the security checkpoints, adding concession space and providing passengers more amenities and options. In addition, a new Concourse E is being constructed with 14 gates, as well as other terminal, landside and airside improvements.

The Position

The anticipated hourly starting rate for the ideal candidate is between $31.26 - $37.51
Elevate your IT career with the Lee County Port Authority as our Senior System Support Technician. Positioned at the heart of airport operations at RSW and Page Field, this position delivers expert-level technical escalation, system troubleshooting, and root cause resolution for mission-critical infrastructure. From general enterprise endpoints to specialized public safety technologies supporting Airport Police, ARFF, and AOCC Operations, you will serve as a technical lead, mentor frontline staff, and collaborate closely with LCPA teams to ensure a secure, reliable technology environment for our passengers, tenants, and personnel.

Minimum Qualifications

• Must possess and maintain a valid Florida driver’s license within 30 days of hire
• Bachelor’s degree in Computer Science, Information Technology, or a related fieldor an equivalent combination of education and experience
• Minimum of three (3) years of comprehensive experience in IT technical support, help desk operations, or systems administration
• Must successfully pass a criminal background screening, drug test, and meet the requirements to obtain a Security Identification Display Area (SIDA) badge through the SIDA training process and TSA Security Threat Assessment prior to employment.
• Must successfully pass a Criminal History Records Check (CHRC) and background screening to maintain Criminal Justice Information Services (CJIS) unescorted access clearance
• Subject to holdover, recall, or varied shift rotations (including nights, weekends, and holidays) as necessary to assist with emergency recovery and maintain continuous airport IT services

Duties and Responsibilities

• Serve as the highest escalation point within the Service Desk. Diagnose and resolve the most complex, systemic, or persistent hardware, software, and endpoint network connectivity issues that cannot be resolved by System Support Technicians
• Provide dedicated technical support, hardware maintenance, software configuration, and system troubleshooting for mission-critical public safety technologies supporting the Airport Police Department (APD), Airport Operations Control Center (AOCC), and Aircraft Rescue and Firefighting (ARFF)
• Deliver advanced technical support, administration, and troubleshooting for specialized security hardware and software solutions, including CCTV cameras, License Plate Reader (LPR) cameras, Live Scan fingerprinting systems, and Computer-Aided Dispatch (CAD) software
• Deliver priority, "white-glove" technical support for LCPA executives, department directors, and board members, ensuring high availability and seamless operation of their technology assets and secure communications
• Provide expert-level troubleshooting and configuration support for specialized, mission-critical airport terminal equipment and aviation applications (e.g., Flight Information Display Systems, common-use gate equipment, and secure endpoints)
• Act as a technical lead and mentor to System Support Technicians. Review escalated tickets to ensure thorough troubleshooting was performed, provide constructive coaching, and ensure adherence to ITIL best practices and LCPA standards

Emergency Response/Recovery Activities

Lee County Port Authority personnel are designated by tier levels and may be called upon to assist with an emergency or unforeseen event at any time. Employees may be called to fulfill duties that are outside their normal scope of work to assist in resuming airport operations and flight activities.
Specifically, the Senior System Support Technician is designated as an Emergency Response Tier I (Operational Recovery Support) position. During an emergency, this position is responsible for supporting operational recovery, assisting with emergency workstation, printer, and network provisioning, and executing rapid troubleshooting on specialized systems to ensure prompt restoration of services.