Fort Myers, FL

Support Jobs in Fort Myers, FL

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IT Help Desk

Elite DNA Behavioral Health Fort Myers, FL

Fort Myers, FL

Today

$20 - $22/hr Full time Active Directory Application Support End User Support

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Job Description

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.

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5mo ago

Technical Support Manager

Forward Thinking Systems Fort Myers, FL

Fort Myers, FL

5mo ago Closed

$65k+/yr Full time Contact Center Customer Service Customer Support

This position is no longer accepting applications (closed Jun 26, 2026).

Job Description

The Technical Support Manager will oversee global technical support operations for a fleet and logistics software platform, guiding escalation, process design, knowledge management, and cross-functional collaboration to standardize support and elevate customer outcomes.

Responsibilities

Oversee the US and Poland support operations across Tier 1 to Tier 3 routing, coverage planning, scheduling, capacity management, and ramp activities.
Serve as the senior technical point for complex or high-severity issues, including escalation rules, root cause analysis, and post-incident reviews.
Lead customer communication and de-escalation efforts, coaching the team and stepping in directly when senior attention is required.
Maintain and update knowledge bases, playbooks, and call scripts for both internal teams and external customers as the product evolves.
Coordinate training and certification for Tier 1 through Tier 3, with regular calibration to ensure consistent handling of issues across teams.
Monitor quality and performance metrics such as CSAT, SLA attainment, first-contact resolution, average handle time, ticket aging, backlog health, abandoned call rate, and QA scorecards.
Manage support tooling spanning ticketing, telephony, knowledge base, issue tracking, and reporting within a largely homegrown stack; focus is on how support systems should operate, not on specific tool familiarity at day one.
Foster cross-functional partnerships with Sales, Engineering, Product, Configuration/Implementation, and Billing to surface bug trends, reduce recurring friction, and prepare Support ahead of feature releases.

Requirements

5+ years in technical support, including 2+ years leading a support team in B2B SaaS, IoT, telematics, fleet/logistics technology, or a similarly complex product environment.
Direct ownership of at least two areas such as an escalation framework, QA program, knowledge base/training program, support KPI reporting, or distributed-team operating cadence.
Strong diagnostic ability to analyze unfamiliar issues and determine whether the root cause lies in hardware, software, connectivity, configuration, installation, integration, or user workflow.
Solid escalation judgment with the ability to remain composed with frustrated customers, communicate difficult news clearly, maintain ownership, and rebuild trust.
Experience with complex SaaS products, including multi-component platforms with hardware, web, mobile, APIs, and integrations.
Proven track record of building scalable processes such as escalation frameworks, knowledge bases, training programs, QA standards, and SOPs.
Excellent written and verbal communication skills, capable of producing clear RCAs, usable playbooks, and customer-facing emails that are well received.
Willing and able to be on-site in Fort Myers, FL at least 2 days per week, with additional on-site time during onboarding, training rollouts, and major escalations.
Willing and able to travel internationally up to quarterly, including to Poland, and to obtain or maintain required travel documentation.

Benefits

Health insurance
Dental insurance
Vision insurance
401(k)
Paid time off
Flexible spending account

What FTS Offers

Direct access to technical, hands-on leadership.
Real ownership of the support operating model, including standardization, improvement, and building missing components.
Two teams across two countries, offering meaningful scope and impact.
Health, dental, vision insurance, 401(k), and PTO.

How to Apply

Apply through Indeed and include a short note describing one support process you built or fixed, and what changed as a result.

Pay

From $65,000.00 per year

Experience

Technical support: 2 years (Required)

Location

Fort Myers, FL (Required)

Work Location

Hybrid remote in Fort Myers, FL

What Success Looks Like (First 6 Months)

US and Poland teams operate from a single shared playbook with consistent triage, escalation, and QA standards.
Severity levels, escalation owners, and after-hours rules are documented and in active use.
A QA program is in place, with coaching scorecards reviewed on a weekly cadence.
The knowledge base reflects current product reality, and Tier 1 deflection improves.
Leadership can identify top issue drivers, actions taken, and recommended staffing or product changes.

Strongly Preferred

Experience leading teams across locations or time zones.
Background in fleet management, telematics, GPS tracking, dashcams, ELD compliance, or hardware plus software support environments.
Familiarity with support tooling such as ticketing/CRM, telephony, knowledge bases, issue tracking, and reporting.
Experience using automation or AI to improve support quality and speed.
History of producing executive-level reporting and using data to justify headcount or process changes.

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Support Jobs in Fort Myers, FL

IT Help Desk

Technical Support Manager

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