Digital Literacy and Support Specialist

Job Overview:  
In response to the increased need to work and learn in online environments, the IRC in NY and NJ seek to provide individualized support to clients to help them overcome technology-related challenges. The Digital Literacy and Support Specialist works with clients to address challenges such as logging into email, joining virtual meetings, changing passwords, connecting to Wifi networks, completing online forms and digital signatures, navigating Google classrooms, downloading and using applications, and updating software. In helping clients to solve their technology challenges, the Digital Literacy and Support Specialist will help clients to build their digital literacy to effectively manage their life in the US.
Major Responsibilities:
•Through phone, video meetings, and other relevant platforms, provide one-on-one support to clients facing technology-related challenges.  Schedule appointments and hold open office hours to connect IRC clients with solutions. 
•Educate clients on relevant online safety and security-related issues as appropriate.
•Provide digital literacy coaching to clients whether one-on-one or through workshops. Connect clients with additional internal and external resources as needed.
•Document support requests and services.
•Escalate issues as needed with IRC management to troubleshoot individual client needs and collaborate on effective approaches for supporting clients.
•Other duties as assigned.