<p>About Us</p> <p>Southwest Florida International Airport (RSW) is an award-winning, medium-hub commercial service airport that served more than a record-breaking 11 million passengers in 2024 and is one of the top 50 airports in the United States for passenger traffic. Fifteen airlines serve RSW with nonstop service to 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 169,000 aircraft operations in 2024. Base Operations at Page Field is an award-winning, fixed-based operator and has been recognized for its customer service and facilities.</p> <p>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.</p> <p>The Position</p> <p>This is an entry level technical position in the Information Technology department, involving service desk assistance and technical problem resolution.  Major functions include diagnosing and troubleshooting complex software issues, addressing hardware failures, and working with network services to resolve network problems. The successful candidate will coordinate work with other departments and plan their schedule under the supervision of the Service Desk Manager.</p> <p>The anticipated hourly starting rate for the ideal candidate is $26.07 </p> <p>Key Responsibilities </p> <ul> <li>Manages and prioritizes support tickets, ensuring timely resolution in accordance with service level agreements (SLOs) </li><li>Assists in the deployment and configuration of new hardware and software installations </li><li>Create and update technical documentation and knowledge base articles for internal and end-user reference </li><li>Support and maintain the functionality of various end-user devices, including mobile devices and tablets  </li><li>Monitor and analyze system performance, identifying and addressing potential issues proactively </li><li>Coordinate and support the rollout of new applications and system upgrades, including testing and user feedback collection </li><li>Liaise with vendors and third-party support to resolve complex technical issues </li><li>Performs related work and other duties, as required  </li><li>Is required to be on call 24/7, as assigned </li></ul> <p>Knowledge, Skills, and Abilities</p> <ul> <li>Must demonstrate general knowledge of network configurations </li><li>Must demonstrate knowledge surrounding cellular services and the associated hardware: desktops, laptops, iOS devices, android devices, and wireless routers </li><li>Considerable knowledge of application software packages, including Microsoft Office, Windows Operating Systems, and other compatible software </li><li>Ability to analyze and explain complex issues </li><li>Ability to complete ITIL Foundations certification within  </li></ul> <p>Minimum Requirements</p> <ul> <li>A valid Florida driver's license within 30 days of hire </li><li>High school diploma/GED required. Associate's degree in computer science or related field, with a minimum of three years' experience preferred </li><li>Must have experience working in an Enterprise environment with more than 50 computers </li><li>Must be able to lift and carry equipment up to 60 pounds </li><li>Must be able to walk up to four miles in an eight-hour interval </li><li>Must have three years of verifiable experience repairing computer hardware </li></ul> <p>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. </p>