Digital Navigator

Allegheny County Housing Authority•McKees Rocks, PA

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 role helps learners obtain affordable home internet service and internet-capable devices and develop introductory digital skills to become effective home internet users. Assistance is provided in learners’ homes or on-site in activity room areas, with additional support available by telephone, email, text, video chat, and other communication methods suited to the learner. Alongside its primary digital navigation responsibilities, the position provides technical support to users and assists with equipment, accounts, and documentation in collaboration with ACHA IT staff. The work takes place in office, community, and in-home settings and requires travel to ACHA and community locations. Employment is contingent upon successful completion of a post-offer physical examination, drug screen, and background security review, as well as a probationary period.

Requirements

High school diploma or equivalent required.
Proficiency with Windows and macOS, Microsoft 365, and Google and Apple platforms.
Working knowledge of networking concepts, including TCP/IP, LAN/WAN, VPN, firewalls, and home internet service.
Excellent written, verbal, telephone, and online communication skills, including the ability to explain technical details clearly to non-technical audiences.
Ability to teach basic technology concepts and coach learners in internet services, device characteristics, and common online services and applications.
Ability to diagnose and resolve technical issues efficiently and handle stressful situations positively.
Patience, empathy, customer-service orientation, cultural sensitivity, and ability to establish appropriate boundaries with clients.
Strong interpersonal, organizational, time-management, problem-solving, collaboration, and documentation skills.
Ability to prioritize tasks, manage multiple issues, and meet deadlines.
Ability and willingness to learn new technologies, adapt to change, and take ownership of tasks.
Ability to travel to and attend meetings, events, and learner sessions at ACHA and community locations.
Ability to work in environments that may be hot, cold, damp, or dusty; sufficient manual dexterity to operate standard office equipment; and ability to lift and handle small office items, supplies, and computer equipment.
Successful completion of a post-offer physical examination, drug screen, and background security review; regular full-time employment is contingent on successfully completing a probationary period.

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 establish individual training goals.
Provide individualized or small-group introductory digital skills coaching in homes and on-site.
Help learners purchase affordable home internet service and identify affordable computers and other internet-capable devices.
Maintain accurate and timely learner records, track progress, and report outcomes as required.
Maintain a technology support system with voicemail and timely call-backs.
Provide technical support for hardware, software, and network-related issues; 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, 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 software deployments and equipment rollouts, as assigned.
Collaborate with IT staff and other departments on projects and initiatives.
Perform other duties as assigned.