Digital Navigator

Allegheny County Housing Authority•McKees Rocks, PA

3d•$45,000 - $50,000

About The Position

This full-time, 35-hour-per-week position provides individualized or small-group assistance to adult learners in Allegheny County Housing Authority communities, primarily low-income communities. The Digital Navigator helps learners access affordable home internet service and internet-capable devices, and coaches them in introductory digital skills so they can become effective home internet users. Assistance is provided in learners’ homes or in on-site activity rooms, with additional support by telephone, email, text, video chat, or other suitable communication methods. The position also provides technical support to users and assists with equipment, accounts, and documentation in collaboration with ACHA IT staff. The role combines digital literacy coaching with IT support. It includes assessing learners’ skills and training needs, helping them find affordable connectivity and devices, maintaining progress records, resolving hardware, software, and network issues, preparing and maintaining devices, administering user accounts and security settings, documenting IT work, and supporting deployments and equipment rollouts. Work takes place in office, community, and in-home settings and requires travel among ACHA and community locations.

Requirements

High school diploma or equivalent required.
Proficiency with Windows and macOS operating systems, Microsoft 365, and Google and Apple platforms.
Working knowledge of networking concepts, including TCP/IP, LAN/WAN, VPN, and firewalls, and of home internet service.
Ability to communicate technical details clearly to non-technical audiences and build trust with clients from varied educational and cultural backgrounds.
Ability to teach introductory technological concepts related to internet services, computer and device characteristics, and common online services and applications.
Ability to diagnose and resolve technical issues, solve problems creatively, and handle stressful situations positively.
Strong interpersonal, cultural sensitivity, customer service, organizational, time-management, collaboration, and attention-to-detail skills.

Nice To Haves

Associate or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Experience in IT support, help desk, digital literacy instruction, or community-based technology assistance.
Experience with ticketing systems such as ServiceNow, Freshservice, or Zendesk.
Relevant certifications, such as CompTIA Network+ or CompTIA Security+.

Responsibilities

Assess learners’ digital skill levels and set individual training goals.
Provide individualized or small-group coaching in introductory digital skills in learners’ homes and on-site.
Assist learners in purchasing affordable home internet service.
Advise learners on sources for affordable computers and other internet-capable devices.
Track learner progress through accurate, timely records and report outcomes as required.
Maintain a robust technical support system through phone voice messages and timely call-backs.
Provide technical support for hardware, software, and network-related issues, and troubleshoot desktops, laptops, and Windows and macOS operating systems.
Configure, install, and maintain hardware and software, including updates and patching, and prepare devices for learner and staff use.
Manage user accounts, permissions, and security settings in Microsoft 365, Active Directory, or other identity management systems, as assigned.
Follow and support endpoint security measures, backup solutions, and data protection practices.
Maintain IT inventory, track equipment lifecycle, and document troubleshooting steps, system configurations, and procedures.
Research and recommend hardware and software solutions aligned with business needs and security requirements.
Log, track, and resolve support requests using the ticketing system.
Assist with planning and executing software deployments and equipment rollouts, as assigned.
Collaborate with IT staff and other departments on projects and initiatives.
Perform other duties as assigned.