IT Support Field Technician

Why Join Project HOME?

At Project HOME, your work has purpose. Every role contributes to our mission of empowering individuals to achieve stability, wellness, and self-determination. As our IT Administrator, you keep the technology that supports our staff and programs reliable, secure, and easy to use. From resolving day-to-day issues to maintaining the systems our sites depend on, your work ensures that the people carrying out Project HOME's mission can focus on what matters most. You'll be part of a team rooted in compassion, dignity, and a shared commitment to helping every individual thrive.

• Location: 1415 Fairmount Avenue, Philadelphia, PA 19130 (JBJ Soul Homes), with regular travel to Project HOME sites across Philadelphia.
• Schedule: Full Time, Monday to Friday. Fully on-site. Ideally 12:00 PM to 8:00 PM to provide evening coverage, with flexibility to arrange a mix of 9:00 AM to 5:00 PM and 12:00 PM to 8:00 PM days.
• Travel: Field-based role. Approximately 75% of the workweek is spent traveling to sites across Philadelphia. Reliable transportation is required, by car or public transit.
• Pay: $23-$30/hr
• Benefits: Project HOME offers a competitive compensation package which includes health, prescription, dental, and vision coverage at minimum cost to the employee, company funded life and disability insurance, paid parental leave, spending accounts, and a 401K retirement plan with matching contribution. Additionally, we offer generous PTO accruals which include paid sabbatical leave.

What You'll Do

Help Desk & Ticketing:

• Serve as primary administrator of the Help Desk ticketing system, including setup, management, and reporting.
• Ensure that all support requests are properly logged and tracked.

Technical Support & Troubleshooting:

• Travel regularly to Project HOME sites across Philadelphia to deliver hands-on, in-person technical support, which makes up roughly 75% of the role.
• Install, maintain, and troubleshoot network hardware at our sites, including access points, switches, routers, and cabling.
• Travel to Project HOME sites (roughly 27 across the city) and, while on site, proactively identify and resolve underlying issues, not just the reported ticket.
• Provide technical assistance and support to employees in resolving issues with hardware and software.
• Respond to queries in person or remotely and run diagnostic programs to identify and isolate problems.
• Determine and implement solutions in a timely manner.

Systems & Equipment Maintenance:

• Assist in maintaining and updating hardware and software systems.
• Manage ordering, receiving, and distribution of consumables and repairs for all Project HOME printers and copiers.
• Provide support for teleconference and video conference systems.

Training & End-User Support:

• Train end users on new software and hardware systems, when necessary.

After-Hours Support:

• Provide off-hours support for business-critical issues.

What Qualifications and Experience You Bring:

• At least two years' experience in a similar role, providing level 1 IT or help desk support.
• Hands-on networking support experience, for example access points, switches, routers, and structured cabling.
• Knowledge of commonly used concepts, practices, and procedures within end-user and Help Desk support.
• Ability to create and maintain systems and process documentation for end users and the IT department.
• Experience providing technical assistance and support.
• Strong communication skills and the ability to explain technical concepts to non-technical individuals.
• Ability to work effectively independently and collaboratively, and to manage multiple tasks.
• Willingness to provide after-hours support for emergencies and occasional weekend maintenance activities.
• Reliable transportation, with the ability to travel efficiently between Project HOME sites across Philadelphia throughout the workday.

What Experience You May Bring:

• Experience providing on-site support across multiple locations.
• Certifications in Microsoft, Cisco, Citrix, or VMware technologies.

Core Skills:

• Exceptional organizational skills, able to manage multiple projects at once while meeting deadlines and prioritizing tasks well.
• Excellent communication skills, both verbally and in writing.
• Excellent interpersonal skills to work collaboratively with all levels of staff across all departments and locations, staying calm under pressure.
• Empathy and a customer-first approach, with the ability to work respectfully around residents and staff in supportive housing, recovery, and medical settings.
• High energy, curiosity, and ownership: proactively spotting and resolving underlying issues and following through independently.

Physical requirements: Frequent travel between sites and time spent moving through different work environments. Ability to move equipment and materials weighing up to 50 lbs.

Project HOME conducts a background check, drug screen, and reference checks on all final candidates as a condition of employment.

Project HOME provides equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. Project HOME prohibits discrimination and harassment of any type.