IT Help Desk

Description

Company Overview
Elite DNA Behavioral Health is dedicated to providing comprehensive behavioral and mental health services tailored to meet the diverse needs of our community. Our team of professionals is committed to delivering accessible, high-quality care through innovative treatment programs and supportive services.

Job Summary
Elite DNA Behavioral Health is seeking a dependable, service-oriented Tier 1 Help Desk Support professional to join our IT team. This position is responsible for providing frontline technical support to staff across our Fort Myers offices and multiple locations throughout the organization.

This role is a strong fit for someone who enjoys helping people, communicates well, stays organized, and can handle a steady flow of day-to-day support needs with professionalism and follow-through. The ideal candidate is comfortable supporting end users with common IT issues involving Windows computers, Microsoft 365, printers, passwords, and remote support tools.

Primary Responsibilities

· Provide hands-on desk-side support for staff 

· Provide phone and remote technical support to users across 30+ office locations.

· Monitor and manage incoming support tickets, including prioritization, follow-up, documentation, and resolution.

· Troubleshoot and resolve common end-user issues involving Windows workstations, printers, Microsoft 365 applications, login issues, and basic connectivity problems.

· Assist users with password resets, account access issues, and adherence to security procedures.

· Install, configure, and troubleshoot printers, peripherals, and other standard office technology.

· Use remote support tools to assist staff in a timely and professional manner.

· Communicate clearly with users regarding issue status, next steps, and expected resolution timelines.

· Escalate issues appropriately to higher-level IT staff when needed, with complete troubleshooting notes and supporting details.

· Document incidents, actions taken, and resolutions thoroughly within the ticketing system.

· Provide basic end-user guidance and training to promote good technology habits and reduce repeat issues.

· Assist with basic workstation setup, user onboarding support, equipment deployment, and other IT operational tasks as assigned.

Required Skills & Qualifications

· High school diploma or equivalent required; Associate degree in Information Technology, Computer Science, or related field preferred.

· 1–2 years of help desk, desktop support, or general IT support experience preferred.

· Working knowledge of Windows operating systems and standard desktop troubleshooting.

· Experience supporting printers, user accounts, and common office hardware/software issues.

· Familiarity with Microsoft 365 applications such as Outlook, Teams, and OneDrive.

· Familiarity with ticketing systems and remote support tools.

· Strong troubleshooting skills with the ability to use logic, judgment, and attention to detail.

· Strong verbal and written communication skills.

· Ability to manage multiple tasks, stay organized, and maintain a high level of follow-through.

· Ability to work professionally with staff in a fast-paced healthcare office environment.

Preferred Qualifications

· Experience supporting users in a multi-site organization.

· Exposure to Active Directory and Microsoft 365 user administration.

· Experience with basic computer deployment, imaging, or workstation preparation.

· Experience working in an environment where professionalism, confidentiality, and responsiveness are essential.

Success in This Role Looks Like

· Support tickets are handled promptly, professionally, and thoroughly.

· End users feel supported, informed, and respected.

· Issues are documented clearly and escalated appropriately when needed.

· Workstations, printers, and user access issues are resolved efficiently with minimal disruption to office operations.

· The technician contributes positively to the consistency and reliability of IT support across the organization.

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Pay: $20.00 - $22.00 per hour

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