IT Support Field Technician

Project-Home; Philadelphia (Philadelphia County); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer matching

Paid time off including sabbatical

Parental leave

Flexible Spending Accounts

Wellness programs

Professional development and growth

Job summary

Project HOME in Philadelphia seeks an on-site IT Help Desk Specialist to travel between locations, delivering Level 1 support for hardware, software, printers, and AV systems.

You will respond to requests in person and remotely, diagnose issues, document solutions, and provide staff training. Occasional after-hours support ensures critical systems stay operational and users stay productive.

Qualifications

• Two+ years of Level 1 IT, desktop, or help desk support.
• Hands-on networking experience (APs, switches, routers, cabling).
• Experience troubleshooting hardware and software for end users.
• Strong customer service and ability to explain tech to non-tech users.
• Able to work independently, prioritize requests, and close issues.

Responsibilities

• Travel regularly to Project HOME locations to provide in-person IT support (~75%).
• Troubleshoot Level 1 hardware, software, printers, copiers, and end-user tech issues.
• Respond in person and remotely; diagnose, resolve, and document solutions.
• Identify and resolve tech issues on-site beyond initial requests.
• Install and troubleshoot network equipment (APs, switches, routers, cabling).
• Assist with hardware, software, telecom, and audiovisual systems maintenance.
• Support teleconferencing/ videoconferencing tech.
• Manage Help Desk tickets; log, track, and resolve requests; document processes.
• Provide staff training on hardware/software; occasional after-hours support.

Skills

Level 1 IT support

Networking basics

Customer service

Explain technical info to non-tech

Independent work / prioritization

Tools

Ticketing system

Microsoft environments

Documentation practices

Job description

• Travel regularly to Project HOME locations throughout Philadelphia to provide in-person technical support, which makes up approximately 75% of the role.
• Troubleshoot and resolve Level 1 hardware, software, printer, copier, and other end-user technology issues.
• Respond to support requests in person and remotely, diagnose problems, and implement solutions in a timely manner.
• Proactively identify and resolve technology issues while onsite, beyond the initial support request.

Support Networks & Technology

• Install, maintain, and troubleshoot network equipment, including access points, switches, routers, and cabling.
• Assist with maintaining and updating hardware, software, telecommunications, and audiovisual systems.
• Support teleconference and video conference technology.
• Assist with printer and copier supplies, repairs, and equipment needs.

Manage Help Desk Requests

• Support administration of the Help Desk ticketing system and ensure requests are properly logged, tracked, and resolved.
• Maintain clear documentation of technical processes and solutions.
• Provide employees with guidance and training on hardware and software when needed.
• Provide occasional after-hours support for business-critical issues and scheduled maintenance.

What You'll Need

• At least two (2) years of experience providing Level 1 IT, desktop, or help desk support.
• Hands-on networking experience, including access points, switches, routers, and cabling.
• Experience troubleshooting hardware, software, and other end-user technology.
• Strong customer service and communication skills, including the ability to explain technical information to non-technical users.
• Ability to work independently, prioritize multiple requests, and follow issues through resolution.
• Reliable transportation and the ability to travel efficiently between Project HOME locations throughout Philadelphia.
• Availability for occasional after-hours or weekend support when needed.

What You May Bring

• Experience providing IT support across multiple locations.
• Experience supporting Microsoft-based environments.
• Microsoft, Cisco, Citrix, VMware, or other relevant technical certifications.
• Experience with help desk ticketing systems and technical documentation.
• A customer-first approach, curiosity, and a willingness to investigate the root cause of technology issues.

What We Offer

Project HOME is committed to supporting the well-being of our employees through a comprehensive benefits package.

Eligible employees enjoy:

• Competitive compensation
• Medical, dental, and vision insurance with low employee costs
• Company-paid life and disability insurance
• Paid parental leave
• Flexible Spending Accounts
• 401(k) with employer matching
• Generous Paid Time Off, including paid sabbatical leave
• Employee wellness programs
• Professional development and career growth opportunities

Who We Are

Project HOME is a nationally recognized nonprofit dedicated to ending homelessness and poverty through integrated housing, healthcare, education, employment, and supportive services.

Equal Opportunity Employer

Project HOME is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive workplace where everyone is treated with dignity and respect. Employment decisions are made without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

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