Digital Support Specialist: Housing Access

NYC Department of Housing Preservation & Development; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

NYC Department of Housing Preservation and Development is seeking a Digital Support Specialist to ensure timely and accurate information is relayed to landlords, tenants, applicants, and HPD staff. You will help users access HPD systems, route documents, and process digital and paper records, while supporting program operations and system deployments.

The role emphasizes strong communication, active listening, and multi-channel support within the Office of Housing Access and Stability, with

Qualifications

• High school graduation or equivalent and three years of experience in community work or related duties.
• Education or experience equivalent to the above qualifications.

Responsibilities

• Provide support to HAS employees and clients via voice, email, chat and telephone support lines and provide accurate, satisfactory answers.
• Provide guidance, open tickets, and referrals on behalf of clients and employees.
• Review client accounts to provide accurate updates.
• Prepare and send appropriate correspondence and track responses.
• Assist with routing documents to corresponding units and managing the virtual mail room.
• Perform routine system administrative functions including account setup, password resets, file processing, and report distribution.
• Track issues, document resolutions, and produce reports.
• Monitor email accounts and digital documentation systems and make adjustments as necessary.
• Document case files and upload records to digital storage and other systems.
• Convert paper documents into digital equivalents.
• Liaise with other units to resolve issues and address client concerns.
• Participate in deployment and support of new systems.
• Work independently or as part of a team and attend mandatory trainings.

Skills

Communication

Call center

Active listening

Fast-paced work

Time management

Customer service

Computer skills

Troubleshooting

Bilingual EN/ES

Rental subsidy

Education

High school diploma or equivalent

Job description

NYC Department of Housing Preservation and Development is seeking a Digital Support Specialist to ensure timely and accurate information is relayed to landlords, tenants, applicants, and HPD staff. You will help users access HPD systems, route documents, and process digital and paper records, while supporting program operations and system deployments.

The role emphasizes strong communication, active listening, and multi-channel support within the Office of Housing Access and Stability, with