Purpose: This full-time 35-hour/week position provides individualized or small group assistance to adult learners in the Allegheny County Housing Authority, primarily low-income communities who need affordable home internet service, internet-capable devices, and/or coaching in introductory digital skills in order to become effective home internet users. This assistance is provided in-home or on-site in activity room areas. Additional support may be provided by telephone, email, text, video chat, and other communication methods that work for the learner. In addition to this primary Digital Navigator role, the position provides technical support to users and assists with equipment, accounts, and documentation, working in collaboration with ACHA’s IT staff.
Essential Job Functions:
Digital Navigator Duties (Primary)
- Assess learners’ digital skill levels and set individual training goals.
- Provide individualized or small group coaching in introductory digital skills, in-home and on-site, so learners become effective home internet users.
- 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 and timely records and report outcomes as required.
- Maintain a robust tech support system by phone voice messages with timely call-backs.
Additional IT Support Duties
- Provide technical support to users for hardware, software, and network-related issues, and troubleshoot and resolve issues related to desktops, laptops, and operating systems (Windows, macOS).
- Configure, install, and maintain hardware and software components, including updates and patching, and prepare devices for learner and staff use.
- Manage user accounts, permissions, and security settings within 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 that align with business needs and security requirements.
- Log, track, and resolve support requests using the ticketing system.
- Assist in the planning and execution of software deployments and equipment rollouts, as assigned.
- Collaborate with other IT staff and departments on various projects and initiatives.
- Assist with other duties as assigned.
Core Competencies:
- Technical Expertise: Knowledge of hardware, software, networks, and common online services and applications, with proficiency in Microsoft, Apple, Google, and other common operating systems.
- Teaching and Digital Skills Coaching: Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications.
- Troubleshooting and Problem-Solving: Ability to diagnose and resolve technical issues efficiently, solve problems creatively, and negotiate and handle stressful situations in a positive manner.
- Communication: Excellent written, verbal, telephone, and online communication skills, including the ability to explain technical details clearly to non-technical audiences and to establish trust with clients of varied educational and cultural backgrounds.
- Cultural Competency and Interpersonal Skills: A positive attitude, excellent interpersonal skills, cultural sensitivity, and a sense of humor in working with diverse customers, coworkers, and community.
- Customer Service: Patience, empathy, and a strong customer-service orientation, with the ability to establish appropriate boundaries with clients and demonstrate innovation and flexibility.
- Attention to Detail: Meticulousness in managing configurations, documentation, learner records, and security protocols.
- Time Management and Organization: Excellent self-organization and the ability to prioritize tasks, manage multiple issues simultaneously, and meet deadlines.
- Collaboration and Teamwork: Capability to work effectively with IT staff, other departments, and community partners to achieve common goals.
- Initiative and Continuous Learning: Eagerness to learn new technologies, adapt to changes, and take ownership of tasks.
Education/Experience:
- High school diploma or equivalent required; associate or bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent experience.
- Experience in IT support, help desk, digital literacy instruction, or community-based technology assistance preferred.
- Proficiency with operating systems (Windows, macOS), Microsoft 365, and Google and Apple platforms.
- Working knowledge of networking concepts (TCP/IP, LAN/WAN, VPN, firewalls) and home internet service.
- Experience with ticketing systems such as ServiceNow, Freshservice, or Zendesk is a plus.
- Relevant certifications, such as CompTIA Network+ or CompTIA Security+, are a plus.
Physical Requirements:
- Work is performed in office, community, and in-home settings.
- Must be able to travel to and attend meetings, events, and learner sessions at various ACHA and community locations.
- Must be capable of working in environments that may be hot, cold, damp, or dusty.
- Requires sufficient manual dexterity for operating standard office equipment (e.g., computer, phone, calculator).
- Must be able to lift and handle small office items such as files, reports, supplies, and computer equipment.
If you require assistance when completing the employment application or you anticipate a need for accommodation during the selection process due to a disability, then please contact the Human Resources Department at 412-402-2436 or HR@achsng.com. As a condition of employment, the candidate must successfully pass a post-offer physical examination, drug screen, and background security review with regular full-time employment being contingent upon successful completion of a probationary period.