Under the general direction of the Manager of the IT Service Management (ITSM) Desktop Team, with latitude for independent judgment and decision-making, the IT Support Staff performs responsible administrative, customer service, and technical support work in connection with resident-facing technology initiatives. The IT Support Staff assists residents in accessing and utilizing NYCHA's digital resources and self-service technologies while ensuring resident-facing equipment is maintained and operational.
The IT Support Staff serves as a liaison between residents, property management staff, and the Information Technology Department to facilitate access to technology, improve digital services, and promote digital inclusion. Duties are performed at public housing developments, Digital Vans, Community Centers, Resident Self-Service Kiosks, and other NYCHA locations where technology services are provided to residents.
Examples of Typical Tasks
- Provide direct assistance to residents utilizing NYCHA self-service kiosks, Digital Vans, Community Centers, and other resident-facing technology resources.
- Assist residents with the completion of annual recertification, document uploads, account registration, password resets, and other online transactions through NYCHA's digital platforms.
- Educate residents on the use of self-service applications and technology resources to encourage digital literacy and increased utilization of online services.
- Assist residents with basic troubleshooting of resident-facing computers, kiosks, printers, scanners, and other technology devices.
- Identify and report hardware, software, and connectivity issues affecting resident-facing technology and coordinates with appropriate IT personnel to facilitate resolution.
- Assist with the installation, imaging, configuration, deployment, maintenance, and replacement of desktop computers, printers, kiosks, and other technology equipment located in Central Office, field offices, public housing developments, Digital Vans, Community Centers, and other resident service locations.
- Perform routine inspections of resident-facing technology to ensure equipment remains operational, secure, and available for public use.
- Maintain accurate records of equipment inventories, service requests, resident assistance activities, and work performed.
- Receive, document, track, and follow up on service requests, incidents, customer complaints, and technical issues to ensure timely resolution.
- Respond to inquiries received in person, by telephone, email, and written correspondence in a professional, courteous, and timely manner.
- Collaborate with Information Technology staff, Property Management, and other NYCHA departments to support resident technology initiatives and improve access to digital services.
- Assist with evaluating technology needs at developments and resident service locations and provides recommendations for equipment, services, and operational improvements.
- Prepare reports, maintain documentation, and perform related administrative duties as assigned.
- Perform other related duties as required.
Additional Information
1. For NYCHA employees: employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.
NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees' Retirement System.
Please read this posting carefully to make certain you meet the qualification requirements before applying to this position.
COMMUNITY ASSOCIATE - 56057
Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
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