Job Details
Lead Technician

Florida Institute of Technology is currently searching for a Lead Technician. This is a full-time position.


Responsibilities include but are not limited to:

  • Assisting the supervisor with daily workflow of the Technology Support Center to include training, coaching, planning, and organizing support staff for daily operations as needed
  • Providing Tier 2/3 technical support for the campus and extended services
  • Working with student staff to ensure accurate logging and timely resolution of support incidents
  • Responding to incoming support requests and record incidents in incident tracking system
  • Performing and monitoring bench maintenance to ensure timely turnaround of repaired systems
  • Resolving technical problems related to Microsoft Windows environments and Microsoft Windows applications
  • Resolving technical issues related to Mac OS X and Linux operating systems and software
  • Assisting with maintaining, evaluating, and updating technical documentation and knowledge base
  • Coordinating the escalation of incidents to other departments as directed by the Supervisor
  • Through daily monitoring of productivity, analyzing and recommending improvements to increase overall efficiency
  • Handling problem recognition, research, isolation, resolution, and follow up steps for basic user inquiries
  • Assisting with routine database maintenance and monitoring weekly trend analysis data
  • Maintaining proficiency in field by remaining knowledgeable and up-to-date with computing technologies
  • Assisting the supervisor with management duties as needed


Education/Skills required:

  • Associates Degree with focus in technology or related industry certifications preferred
  • 1 year of experience as a technician in Call Center or external desktop computing support environment (Prior experience in a Tier 2/3 Support or Technical Lead position preferred)
  • Minimum 1 year experience with desktop support systems (2 years preferred)
  • Demonstrated functional knowledge of system and hardware troubleshooting and network technologies (A+ and Network + knowledge skill level preferred)
  • Good interpersonal communication skills, including written and verbal communication
  • Good customer service skills (Possess a minimum of 2 years’ experience in customer service)
  • Extensive knowledge of applicable desktop computing technologies, including Microsoft  Windows XP, Vista, Windows 7 & Windows 8
  • Demonstrated above average knowledge of the various Microsoft Office suites such as Office 2007, 2010 and 2013  
  • Demonstrated an above average working knowledge of Apple computers and Linux operating systems

* Official transcripts of all collegiate work must be sent directly from the attended institution to the Human Resources Office prior to the first day of employment. All international degrees must have a course-by-course official evaluation and translation sent to the Human Resources Office directly from an evaluation company affiliated with the National Association of Credential Evaluation Services, Inc. (NACES).


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