Field Digital Access Specialist

Position: Field Digital Access Specialist – Retrofit Project
Employment Type: Full Time
Reports to: Field Digital Access Manager
Location: Arlington Housing Authority Communities (multiple sites)

About MACIR
The Mass Association for Computer and Internet Resources (MACIR) is a statewide technology social enterprise dedicated to empowering communities through technology by expanding digital access, support, and pathways to opportunity. MACIR was recognized by the Massachusetts Broadband Institute as a Top Innovator in Digital Inclusion (2024) and is a 2025 MIT Solve Global Challenge winner. In 2026, MACIR will also participate in two separate growth-focused programs: the MIT Solve Accelerator Program and the Harvard Business School Upswell Forum under the Social Enterprise Initiative.

About the Retrofit Project
The Retrofit Project supports Housing Authorities across Massachusetts by expanding access to reliable internet and ensuring residents can fully benefit from digital connectivity. MACIR’s Field Digital Access Network provides on-site and remote support for residents, collaborates with ISPs during installation phases, and offers digital literacy support, troubleshooting, device assistance, and referrals to essential services. The Network is powered by MACIR’s award-winning ELEVATE Unified Digital Access Ecosystem, which enable Specialists to deliver high-quality service while meeting Service Level Agreements (SLAs) and tracking Key Performance Indicators (KPIs).

Position Overview
The Field Digital Access Specialist is the primary on-site support for residents in Arlington Housing Authority communities. The role includes helping residents access affordable internet, set up devices, build digital skills, use workforce tools, and connect to local services. The Specialist also supports ISP coordination during retrofit work, participates in outreach, and collaborates with the MACIR Help Desk and Command Center to ensure residents receive timely and effective assistance. This position is ideal for individuals who want to serve their community while advancing as a technology professional.

Duties and Responsibilities

Community Internet Access and Support

• Help residents understand internet options and complete applications
• Track resident progress and follow up as needed
• Identify barriers to internet adoption

Digital Access Outreach and Engagement

• Plan and support local outreach and enrollment events
• Provide in-person and virtual support through call-center tools

Technical Support and Device Assistance

• Assist with device setup, troubleshooting, and remote support
• Coordinate device deployment across Arlington Housing Authority communities

Help Desk and Call Center Collaboration

• Manage service requests in the MACIR Help Desk system in line with SLAs
• Escalate unresolved issues to the MACIR Command Center
• Update and contribute to the knowledge base

Case Management and CRM Tracking

• Document all interactions in the CRM/ticketing system
• Support residents by connecting them to local social services when needed

Internal Coordination

• Attend weekly team meetings and MACIR training sessions
• Complete project-related administrative tasks

Qualifications

• High School diploma or GED required
• College degree in engineering or a related technology field preferred
• Industry certifications are a plus
• Bilingual proficiency strongly preferred (Spanish encouraged)
• Experience working in multicultural communities
• Strong computer literacy, including Windows, Google Workspace, and Microsoft Office
• Strong communication and customer service abilities
• Ability to maintain confidentiality
• Ability to lift up to 50 lbs
• Valid driver’s license and reliable transportation

Priority will be given to candidates residing in Arlignton Housing Authority communities.

Compensation and Benefits
Pay Range: $20–$26 per hour (W-2), based on experience

Benefits include:

• Paid holidays
• Two weeks paid vacation
• 401(k) available, with 5% match after two years
• Tuition reimbursement available for eligible education and training programs.
• Ongoing career counseling and professional development

Join Our Team
Become part of a fast-growing technology social enterprise backed by MIT Solve and Harvard Business School. MACIR is expanding statewide and preparing for national growth next year. This role offers a meaningful way to support your community while gaining hands-on experience in IT support, community engagement, digital navigation, and innovation in the public sector. To apply, send your resume and cover letter to [email protected] .

Job Type: Full-time

Pay: $42,000.00 - $54,000.00 per year

Work Location: In person