IT Help Desk

Elite DNA Behavioral Health is seeking a Tier 1 Help Desk Support professional to deliver frontline technical assistance to staff across its Fort Myers offices and 30+ office locations. The role is onsite in Fort Myers and focuses on resolving common end-user issues while maintaining clear communication and thorough ticket documentation.

Location and Pay

Location: Fort Myers, FL (onsite)

Pay: USD 20.00–22.00 per hour

Education

• Required: High school diploma or equivalent
• Preferred: Associate degree in Information Technology, Computer Science, or related field

Responsibilities

• Provide hands-on desk-side support for staff at the Fort Myers locations.
• Deliver phone and remote 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 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 support staff in a timely and professional manner.
• Communicate clearly with users about issue status, next steps, and expected resolution timelines.
• Escalate issues appropriately to higher-level IT staff when needed, including 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.
• Support basic workstation setup, user onboarding, equipment deployment, and other assigned IT operational tasks.

Required and Preferred Qualifications

• Preferred: 1–2 years of help desk, desktop support, or general IT support experience.
• 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 including Outlook, Teams, and OneDrive.
• Familiarity with ticketing systems and remote support tools.
• Strong troubleshooting skills with 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.

Technologies

• Windows operating systems
• Microsoft 365
• Outlook, Teams, OneDrive
• Active Directory

Benefits

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

What Success 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.