Job Title: Help Desk Technician

Location: Naples, Florida

Company: David Lawrence Centers For Behavioral Health

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

Salary: Starts at $20.53 Per Hour (Plus Enhanced On-Call Hourly Rate)

Schedule: Monday – Thursday – 8:00am - 4:30pm and Friday – 8:00am to 3:00pm

Hiring Incentives: $1,000 Sign on Bonus; PTO W/In 90 days, Full Benefits, 401k, Professional Development & Tuition Programs.

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 = Required

- Availability to work overtime when needed = Required

- Effective skills in task prioritization, management and organization = Required

- Consistent and conscientious communication style (verbal and written) = Required

- Proven analytical and problem-solving abilities = Required

- Comfortable working both independently and in a group = Required

- Ability to assess, negotiate and resolve complex issues/questions = Required

- Service-focused attitude with the ability to assess individual circumstances = Required

- Dedication to meeting and exceeding end user expectations = Required

- Staying compliant on all trainings and immunizations = Required

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

Physical Requirements:

This position requires a mix of physical activities throughout the workday. Duties involve periods of standing, sitting, and walking, often across various areas of the site. The role also includes tasks that may require bending, reaching, and other physical movements. Candidates must be able to occasionally lift and carry items weighing up to 50 pounds. A reasonable level of physical stamina and mobility is necessary to successfully perform the essential functions of this role.