INFORMATION & COMMUNICATIONS TECHNOLOGY

(ICT)

TECHNICIAN SUMMARY DESCRIPTION

The primary focus of this position is to provide in-person, ground-level support for the day-to-day technology needs across all CHEER locations. This includes hardware setup, software support, AV troubleshooting, printer maintenance, and coordination with CHEER's contracted IT service provider. The ICT Technician ensures basic technology functions smoothly and efficiently, enabling uninterrupted services for staff and seniors.

ESSENTIAL DUTIES & RESPONSIBILITIES

This list represents the core duties and responsibilities of the position but is not exhaustive: Respond to Help Desk requests and provide on-site technical support across CHEER's multiple locations. Coordinate and communicate closely with contracted IT provider to ensure timely resolution of issues. Set up, maintain, and troubleshoot desktop computers, laptops, tablets, printers, televisions, phones, and other tech equipment. Install and update software, perform basic password resets, and configure new or replacement devices. Maintain inventory of technology assets, order and replace toner, manage spare parts, and document equipment status. Support AV systems for meetings and events (projectors, microphones, displays, etc.). Install and run basic network cabling; terminate and test Ethernet connections. Ensure all software products are functional and up to date on user machines. Provide basic end-user training and create simple instructions as needed. Document work completed and escalate complex issues to the IT vendor as necessary. Travel between other locations to include centers, offices, and administrative offices as needed. Must be able to lift, climb, crawl, and access tight spaces to perform technical work. Participate in tech upgrades and site rollouts. Ensure cybersecurity measures are in place to protect data. Assist with IT infrastructure upgrades and improvements. Document technical procedures and solutions. Other duties as assigned.

CONTACTS

Primary contacts include: Contracted IT Provider CHEER Staff & Volunteers Public

KNOWLEDGE, SKILLS & ABILITIES

High School Diploma or equivalent required. Basic computer training or relevant experience preferred. Familiarity with Windows-based environments, Microsoft 365, and general software installation. Strong troubleshooting ability with technology issues such as printers, displays, phones, and connectivity. Physically able to lift and move equipment (up to 50 lbs.), crawl under desks, and work on ladders. Comfortable working independently across multiple locations. Ability to clearly read and write emails, reports, and instructions. Valid driver's license required; must complete Delaware Defensive Driving Course. Reliable transportation for daily travel. Ability to remain calm, friendly, and service-oriented with all staff and external vendors.

REPORTING

This position reports directly to the Chief Operating Officer

PRIMARY WORK LOCATION

This position is based out of the CHEER Community Center but will require frequent travel to other CHEER locations across Sussex County.

WORK HOURS

8:00 AM to 4:30 PM with a 30-minute midday break. Extended hours, evening, and weekend work may occasionally be required to support programs, events, or technical emergencies.

EMPLOYMENT STATUS

Full-Time, Hourly, Non-exempt.

BENEFIT ELIGIBILITY

Regular full-time eligibility includes subsidized employee health insurance and a free primary healthcare program. 403(b) Retirement Plan with company match. Paid time off (PTO), based on hours worked and years of service. 11 paid holidays.

Optional coverage available:

dental, vision, AFLAC insurance, short-term disability insurance, and legal shield insurance at cost. TO APPLY, please go to: https://www.cheerde.com/employment/