What are the responsibilities and job description for the IT Support Technician (On Site) position at The WRK Group?
Join Our Team as an IT Support Technician (On Site in Wilmington DE no relocation)
Are you a detail-oriented, strategic professional with a passion for technical support, cybersecurity and compliance? REACH Riverside Development Corporation (“REACH”) is seeking an exceptional IT Support Technician to serve as the critical link for technical support across our three organizations. If you thrive in dynamic environments, excel in customer service and are driven to make a meaningful difference, we want to hear from you!
Why You Should Join Us
- Impactful Work: Support transformative impact in the Riverside community by ensuring smooth IT operations across our organization.
- Competitive Compensation: Benefit from a competitive salary and comprehensive benefits package designed to support your well-being.
- Growth Opportunities: Access ongoing professional development and career advancement within a mission-driven organization.
- Collaborative Culture: Be part of a dynamic, supportive, and innovative team that values creativity and teamwork.
Who We Are
REACH serves as the driving force behind the revitalization of the Riverside neighborhood in Wilmington, DE. Guided by the Purpose-Built Communities’ model, we focus on four pillars:
- High-Quality Mixed-Income Housing
- A Cradle-to-College-and-Career Pipeline
- Community Health
- Economic Vitality
Together with Kingswood Community Center and The Warehouse (an innovative teen center with 150 partners), we form the WRK Group, a coalition dedicated to transforming Riverside into a thriving, vibrant community. Learn more at www.wrkgroup.org.
What You’ll Do
As our IT Support Technician you’ll provide technical support to end-users, troubleshooting hardware and software issues, upholding data security and privacy policies, and ensuring the smooth operation of IT systems across all three of our organizations. Your primary duties will include:
Technical Support
- Provide first-line technical support to employees, ensuring timely resolution of hardware, software, and network issues.
- Respond to support tickets, phone calls, and emails, prioritizing tasks based on urgency and impact.
- Diagnose and repair hardware failures, including desktops, laptops, printers, and other peripherals.
- Resolve software issues, including installation errors, system crashes, and performance problems.
- Identify recurring problems and develop corrective actions to prevent future occurrences.
- Assist in the installation and troubleshooting of network equipment, including routers, switches, and wireless access points.
- Utilize working knowledge of MS Office suite, desktop operating systems, problem management systems, end-user administration (password resets, permissions, restarting services).
Asset and Inventory Management
- Track and manage IT inventory, including hardware, software licenses, and accessories.
- Assist in procurement and deployment of new IT equipment as required.
- Install, configure, and maintain operating systems, applications, and tools for end-users.
- Manage user accounts, passwords, and permissions
- Perform routine system updates, patches, and backups to ensure system reliability and security.
Cybersecurity and Compliance
- Enforce IT policies and procedures to maintain data security and compliance.
- Maintain working knowledge and create/maintain internal resources for relaying privacy and security standards that are in compliance with (federal, state, local) laws.
- Develop Standard Operating Procedures on routine tasks.
- Support initiatives to protect systems from malware, unauthorized access, and data breaches.
- Ensuring users follow company policies, password updates and access restrictions.
- Educate employees on recognizing phishing emails, avoiding suspicious downloads, and practicing safe online behavior.
- Ensuring antivirus, firewalls, and other security tools are installed, updated, and properly configured.
- Identify and respond to security incidents and threats
Database Administration
- Assist the Data Analytics team in administering management information systems, which includes but not limited to designing and implementing it to optimize statistical efficiency and quality
- Assist in data collection, interpretation, and provide ongoing reports on utilization of databases.
- Document incidents, solutions, and technical procedures to maintain accurate records for future reference.
- Liaise with external entities on issues that cannot be resolved internally
- Create and administer individual and group permissions
- Create sites, sub-sites and document libraries
What We’re Looking For
Education and Experience
- Associate's or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 1-3 years of experience in IT support or related roles.
- Microsoft or Cisco certifications (e.g.,Microsoft Certified Solutions Associate or Cisco Certified Network Associate) are a plus.
- Experience in using various management information systems (e.g. Apricot, WellSky) and business intelligence (e.g. SAP BusinessObjects).
Skills and Abilities:
- Proficiency in Windows, macOS, and/or Linux operating systems.
- Familiarity with Microsoft 365, Active Directory, and other common enterprise tools.
- Basic understanding of networking principles (TCP/IP, DNS, VPN, etc.).
- Hands-on experience with hardware troubleshooting and repair.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
Work Environment and Requirements
- Schedule: On site, full-time, primarily Monday–Friday, 8:30 a.m.–5:00 p.m., with occasional after-hours or weekend work.
- Travel: Primarily local during the business day, with some out-of-area or overnight travel as needed.
- Physical Demands: Ability to sit for extended periods, use technology, and move about to facilitate workshops or meetings.
Reasonable accommodations will be made for individuals with disabilities to perform the essential functions of this job.
How We Evaluate Performance
Performance in this position will be evaluated in alignment with our Employee Handbook standards.
Equal Opportunity Employer
REACH Riverside Development Corporation is committed to fostering a diverse and inclusive workplace. We are an Equal Opportunity Employer and consider all applicants without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, marital status, age, veteran status, or any other protected status under local, state, or federal law.
