Digital Navigator - Library

City of Lawrence, MA is looking for Digital Navigator - Library in Lawrence, MA.
This local job opportunity with ID 3662783857 is live since 2026-05-04 14:28:34.

The Digital Navigator serves as a vital part of the library's mission to bridge the digital divide by providing individualized or small-group assistance to community members who need affordable home internet service, internet-capable devices, and/or coaching in introductory digital skills. This position helps patrons develop the confidence and knowledge to become effective internet users and supports the library's commitment to advancing digital equity for all residents.
The Digital Navigator offers assistance primarily in person at the library but also by phone, email, text, video chat, or other communication methods that best meet the needs of the community. This role integrates digital equity work into the library's broader community engagement, ensuring that underserved populations can fully participate in the digital world.
Essential Duties and Responsibilities:

• Oversee the daily operations of the computer lab
• Maintain and update the library's Tech equipment inventory
• Serve as the liaison between Lawrence Public Library staff and the City IT Department
• Serve as the first point of contact for patrons seeking help with digital access, including internet service options, affordable devices, and digital literacy support.
• Engage with patrons one-on-one or in small groups to assess their current digital skill level, technology needs, internet access, and goals.
• Advise patrons on affordable or subsidized internet service programs (e.g., Affordable Connectivity Program), assist with application processes, and support them in securing home internet service.
• Guide patrons in finding and acquiring affordable computers, tablets, and other internet-capable devices, including information on repair options or device donation programs.
• Coach patrons to build foundational digital literacy skills, such as using web browsers, email, videoconferencing platforms, online forms, and library digital resources.
• Facilitate learning through in-person help sessions, telephone support, and virtual assistance, ensuring a flexible and accessible approach tailored to each individual's needs.
• Maintain a caseload of patrons receiving digital navigation services, track progress toward their goals, and record key data and outcomes to report on impact and service delivery.
• Collaborate with library staff to plan and deliver workshops or training sessions on digital literacy topics.
• Serve as an advocate for digital inclusion and equity within the library and the broader community.
• Maintain up-to-date knowledge of technology trends, community resources, and public policy related to digital inclusion.

Qualifications
• Must have a bachelor's degree in Information Technology or a related field, or be actively enrolled in a program with the ability to complete all degree requirements within one (1) year from the date of hire. In lieu of a degree, a minimum of five (5) years of relevant professional experience in the field will also be considered.• Background in IT troubleshooting, technology support, and customer service required.• Demonstrated ability to explain technology concepts in plain language and teach basic technical skills to diverse audiences.• Strong organizational skills with attention to detail, recordkeeping, and the ability to manage multiple tasks and clients at once.• Excellent communication and interpersonal skills, including cultural competency and the ability to build trust with patrons from a wide range of educational and cultural backgrounds.• Creative problem-solving skills and the ability to handle challenges calmly and professionally.• Commitment to providing exceptional customer service, maintaining appropriate boundaries with clients, and supporting the library's mission of inclusivity and accessibility.• Critical Skills and Aptitudes:• Ability to learn and teach basic technological concepts related to internet services, devices, and online applications.• Strong cultural sensitivity and comfort working with individuals from all walks of life.• Excellent communication skills, particularly over the phone and online platforms.• Positive attitude, flexibility, and a willingness to innovate to meet patrons' needs.• Ability to work both independently and collaboratively as part of the library's public services team.
Miscellaneous Information
APPLICATIONS ARE AVAILABLE IN THE PERSONNEL OFFICE. Applications and the full job description are available in the City Personnel Department.The City of Lawrence is an Equal Opportunity Employer.REASONABLE ACCOMMODATIONS are provided to applicants with disabilities. If you need reasonable accommodations for any part of the application and/or hiring process, please notify the Personnel Director at (978) 620-3060. The decision to grant reasonable accommodations will be made on a case-by-case basis.Incomplete applications will not be considered.
Apply Online read more