The NVFS Laptop Lending Library (LLL) program is a pilot initiative developed in direct response to the COVID-19 crisis. Access to reliable internet, up-to-date hardware (such as laptops, tablets, and, in some cases, specific software), and technical support is an equity issue and critical for basic life functioning both during the COVID-19 crisis and in its aftermath.
The Bilingual LLL Program Coordinator will support this program for Arlington County residents currently receiving NVFS services. The Program Coordinator will be responsible for managing an inventory of 76 laptop computers and accessories, WiFi hotspots, and Microsoft Office licenses. In addition, they will create and enforce policies and procedures to identify, assess need and distribute inventory to Arlington County residents who are receiving services through NVFS programs. This position will coordinate heavily with program staff currently serving Arlington residents. The Program Coordinator will also provide direct helpdesk support to clients, resolving tiers 1 and 2 support issues on client devices.
A successful candidate must exhibit task and time management skills, oral and written communication skills, technical expertise, and dedication to resolving problems effectively and efficiently with a diverse population. The Program Coordinator must also exhibit the ability to successfully perform these responsibilities while complying with IT policies, procedures, and standards. *Please note that in light of the COVID-19 pandemic, work will be done remotely through at least January 2021.*
Essential Job Duties: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Create and implement policies and procedures for NVFS’ Laptop Lending Library for Arlington residents currently receiving NVFS services.
- Track and fully deploy an inventory of 76 laptops and accessories, WiFi hotspots and software licenses. Work in collaboration with clients’ case managers to ensure plan of action for distribution and receipt of equipment; devices will be distributed through clients’ existing case managers.
- Coordinate with NVFS program staff serving Arlington clients to assess current and ongoing family technological needs; administer pre and post-needs assessments.
- Identify and implement appropriate laptop orientation and simple reference guides for clients, considering the language and learning needs of a diverse population.
- Provide direct helpdesk support to clients resolving tiers 1 and 2 support issues on client devices.
- Develop creative and appropriate solutions in response to lessons learned during the life span of the project.
- Identify families who would like to keep the technological devices they have received during the project.
- Participate in regular supervision with supervisor and provide regular updates.
- Remain current on knowledge of standards and other program-related information.
- Enter data for record keeping and reporting to meet relevant guidelines.
Qualification and Additional Requirements: An individual may obtain skills through a variety of professional, personal, educational, and volunteer experiences. The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform essential job duties.
- At least three (3) years of experience in customer service roles, ideally of a technical nature and/or teaching/training English language learners in any topic
- Must be able to effectively troubleshoot hardware, software and network issues and use remote tools
- Must have experience troubleshooting and administering Windows 10 computer systems and MS Office 2013
- Associate’s degree in Computer Science or related field preferred
- A+ certification a plus
- Oral and written fluency in English required; Spanish language fluency required. Additional language skills always welcome.
- Proficiency in usage of technological tools including laptops/computers, email, phones, internet, and Microsoft Office Suite required
- Must be able to demonstrate and live the organizational values of Communication, Integrity, Respect, Collaboration, and Accountability
- Successful completion of background checks required upon hire
- May be called upon to work beyond normal working hours in order to effectively respond to helpdesk-related inquiries.
At Northern Virginia Family Service (NVFS), we value the diversity of backgrounds, experience, perspectives, and skillsets that we collectively provide to our community, clients and coworkers. We celebrate and thrive on our differences and welcome everyone’s unique contributions. NVFS is committed to advancing equity, embracing diversity, and promoting inclusion and is an equal opportunity employer. NVFS is an E-Verify participant and drug-free workplace.