Helpdesk & Digital Support Technician

Job Details Job Location: Blue Bell, PA 19422 Position Type: Full Time Education Level: High School Salary Range: $45,000.00 - $50,000.00 Travel Percentage: Up to 25% Job Shift: Day This entry-level dual role provides foundational Tier 1 IT support and manages the primary maintenance of the agency’s WordPress website. Routine maintenance, setup, and configuration of hardware and software systems while analyzing and resolving end-user trouble tickets. This position ensures the website remains functional and secure, assists with IT project work and documentation, and maintains strict compliance with cybersecurity practices and internal policies to advance Delta’s Mission and Values. This position reports to the Technology and Communications Manager. Job Duties and Responsibilities Assist the Technology and Communications Manager with assigned projects, asset management, and comprehensive documentation. Interface with users, answer questions, resolve tech problems with PCs, laptops, servers, software, networking/WIFI, and phone systems. Perform routine maintenance, setup and configurations for hardware and software systems. Analyze and resolve end-user trouble tickets submitted by phone, email, portal or in-person. Escalate problems that fall outside of skill level of this position to tier 2 support (Director of IT and Tech/Communications Manager). Travel to supported sites to help with installations, routine maintenance or problems. Travel between PA/NJ office as needed. Understand and be able to use desktop and software support skills, including but not limited to: Microsoft Operating Systems (Windows 10, Server 2012, 2016, 2019) Microsoft Office (Word, Excel, PowerPoint) Antivirus/Malware software Desktop PCs, laptops, network switches, and miscellaneous hardware Write technical documentation for IT staff and end-users. Perform other duties as assigned. Ensure compliance with Delta and IT processes and procedures. Promote and adhere to Delta Community Supports comprehensive cyber security policy. Take the lead on routine website updates, including content management, plugin maintenance, and basic design tweaks. Work alongside the Tech/Communications Manager to assist in posting, scheduling, and monitoring content on Facebook and LinkedIn. Help organize and produce digital assets such as graphics, photos, and short videos to highlight Delta's community impact. Ensure all digital work aligns with Delta’s core values of Client Focus and Performance Excellence. Requirements Strong presentation skills; ability to use excellent oral and written communication skills. Strong analytical and problem solving skills. Strong customer service and collaboration skills. Ability to work effectively with people, facilitating their growth and development. Demonstrated commitment to equity, diversity, and inclusion. Fully proficient at an advanced level in Microsoft Office, especially Word, PowerPoint and Excel and the ability to learn new and emerging software. Fully proficient in the operation of helpdesk ticket software and project management software. Ability to read, write, speak English and communicate effectively with all constituencies of a diverse community; perform arithmetical calculations. Ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds. Ability to use telephone, voicemail, copier, facsimile machine, computer and calculator. Aptitude for balancing multiple priorities with strong organization, time management and prioritization skills. Ability to self-direct, self-pace, multi-task and function well under the pressure of deadlines and conflicting priorities. Physical activities needed to perform the essential job functions: reaching, lifting, finger dexterity, grasping, repetitive motions, and visual activity. Ability to lift, pull and push 50 pounds. Qualifications Valid driver’s license in the state of residence. 2 to 5 years in an IT or technology related field; appropriate additional experience may be considered in lieu of the educational requirements. A+ certification preferred. 2 to 5 years professional WordPress required. #J-18808-Ljbffr