IT Help Desk
About The Position
Elite DNA Behavioral Health is seeking a dependable, service-oriented Tier 1 Help Desk Support professional to provide frontline technical support to staff at its Fort Myers offices and at locations across the organization. The role is suited to someone who enjoys helping people, communicates effectively, stays organized, and follows through while managing day-to-day support needs. The position supports end users with common issues involving Windows computers, Microsoft 365, printers, passwords, and remote support tools. The technician provides hands-on, phone, and remote assistance; manages support tickets from intake through resolution or escalation; and documents incidents and troubleshooting thoroughly. The role also includes basic end-user guidance, workstation setup, onboarding support, equipment deployment, and other IT operational tasks as assigned. Work takes place in a fast-paced healthcare office environment.
Requirements
- High school diploma or equivalent required.
- Working knowledge of Windows operating systems and standard desktop troubleshooting.
- Experience supporting printers, user accounts, and common office hardware and software issues.
- Familiarity with Microsoft 365 applications such as Outlook, Teams, and OneDrive.
- Familiarity with ticketing systems and remote support tools.
- Strong troubleshooting skills, including logic, judgment, and attention to detail.
- Strong verbal and written communication skills.
- Ability to manage multiple tasks, stay organized, and maintain follow-through.
- Ability to work professionally with staff in a fast-paced healthcare office environment.
Nice To Haves
- Associate degree in Information Technology, Computer Science, or a related field.
- 1–2 years of help desk, desktop support, or general IT support experience.
- 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 in an environment where professionalism, confidentiality, and responsiveness are essential.
Responsibilities
- Provide hands-on desk-side support for staff at Fort Myers locations.
- 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 issues involving Windows workstations, printers, Microsoft 365 applications, login issues, and basic connectivity.
- 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 issue status, next steps, and expected resolution timelines to users.
- Escalate issues to higher-level IT staff when needed, providing complete troubleshooting notes and supporting details.
- Document incidents, actions taken, and resolutions in the ticketing system.
- Provide basic end-user guidance and training to promote good technology habits and reduce repeat issues.
- Assist with workstation setup, user onboarding, equipment deployment, and other assigned IT operational tasks.
Benefits
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
