Help Desk Support Technician

Help Desk Support Technician

Job Title: Help Desk Technician

Location: Naples, Florida
- Company: David Lawrence Centers for Behavioral Health

Salary: Starting at $24.00 per hour (Plus Enhanced On-Call Hourly Rate)

Job Type: Full-Time - Hourly/Non-Exempt

Hiring Incentives: Offering a sign-on bonus, immediate PTO accrual, comprehensive medical/dental/vision benefits, 401(k) with employer match, and professional development/tuition assistance.

Job Summary: This position is a fast-paced and imperative component to our organization; task prioritization is constantly shifting, and multiple hats are worn. It is a great opportunity for IT-minded individuals that have the skills to maintain a calm and professional attitude when handling multiple projects as they provide a high level of internal Customer Service.

Key Responsibilities:

- On-site and remote help desk technical support to assist staff in troubleshooting their computer hardware and/or software.

- On-site and remote technical support to assist staff with DLC's electronic medical record (EMR).

- Gathering and providing necessary information to IT Director to efficiently diagnose and resolve the issue within the scope of IT Standards if needed.

- Providing End User Setup and support on the installation of new hardware, software, and phone systems within all facilities.

- Maintaining documentation on equipment adds/moves/disposal of IT related equipment.

- Identifying and learning appropriate software and hardware used and supported by the organization.

- Performing hands-on fixes at the network/desktop level, including installing and upgrading software and configuring systems and applications.

- Providing on-site training on network hardware and software systems as defined by IT standard operating procedures.

- Troubleshooting/resolving network outages and interruptions.

- Supplying IT On-Call 24/7 after-hours support (on rotation).

Qualifications:

Technical Skills Targeted

- Excellent network/computer diagnostic skills = Required

- Experience with (= Required):
o Help Desk ticket systems
o Desktop and network security
o Microsoft Office 365 applications/configuration (Including Teams)
o Telecommunications systems

- Deep understanding of Desktop Operating System (Windows 11 Professional) deployment, configuration and administration = Required

- Working knowledge of Microsoft Windows Server 2016/2019 technologies (O365, Exchange, Active Directory, Azure, Entra , Intune etc.) = Required

- Experience supporting and troubleshooting of PC Desktops, laptops, printers, copiers, iPads, iPhones and Android Mobile devices in an enterprise environment = Required

- Experience working with outside vendors on Networking, Telecommunications, Audio/Visual, Printer/Copier support and completion of projects = Required

- Industry Certifications (a plus but not required!):
o Network /A /Security
o Microsoft Technology Associate (MTP)
o Microsoft Certified IT Professional (MCITP)
o Microsoft Certified Desktop Support Technician (MCDST)

Additional Requirements

- A degree in Computer Science, Management Information Systems or a related field = Required (A combination of HS/GED, Technical/Vocational Certificates and job experience MAY be substituted)

- Active/Clear FL Driver's License.

- Availability to work overtime when needed.

- Effective skills in task prioritization, management and organization.

- Consistent and conscientious communication style (verbal and written).

- Proven analytical and problem-solving abilities.

- Comfortable working both independently and in a group.

- Ability to pass Level II DCF Mental Health Fingerprinting (General Information can be found HERE), Drug Screen and Local Criminal Check.