• Job Description

  Req#: 2589
  IT Help Desk Support Technician
  
  Job Title: Help Desk Technician
  
  Location: Naples, Florida - On-Site - Not a remote position.
  
  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 ID, 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.

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