IT Support Specialist

This position supports the Office of the Chief Administrative Officer’s smartphone deployment pilot while applying core IT Service Management principles and responsibilities in service planning, work management, coordination, and quality assurance.

Under direction, the employee coordinates end-to-end device setup, distribution, inventory management, and user support, helping ensure employees receive properly configured devices and the system access they need.

The employee will coordinate and track incidents, service requests, tasks, and problems related to mobile devices and services; monitor work through resolution, help identify recurring issues and opportunities to improve service delivery, and maintain accurate deployment and inventory records; and also coordinate account requests and deployment changes, communicate status and resolutions, and serve as a liaison between end users and technical support teams.

The successful candidate will provide technical assistance for NYCHA’s mobile initiatives, troubleshoot devices and related equipment, answer questions about equipment, services, and availability, and work with team members to complete work orders.

Candidate must be able to prioritize competing requests, manage multiple tasks, and communicate clearly with technical and non-technical staff through help desk tickets, phone calls, email, and in-person support.

This is a fully in-person position requiring travel throughout New York City’s five boroughs. The primary office is in Long Island City, with travel to other central office locations and NYCHA developments as needed.

Key Functions

• Support the smartphone deployment pilot program by preparing and distributing mobile devices before or after training sessions, depending on the training schedule.
• Transport and deliver smartphones and related materials to various training centers throughout the city and development sites across the five boroughs of New York City.
• Perform complete end to end device setup, including device configuration, enrollment, and validation to ensure devices are fully operational.
• Assist users with logging into their devices, configuring accounts, and verifying that all required applications and services are functioning properly.
• Troubleshoot and resolve basic device setup and connectivity issues during deployment.
• Submit and track user ID and account access requests required for device activation and IWM Maximo application access through Service Now.
• Coordinate work across teams to ensure incidents are handled efficiently, consistently, and with a focus on quality and customer experience.
• Establish quality assurance practices for ITSM operations, ensuring processes are followed and identifying opportunities for improvement.
• Work closely with technical and business stakeholders to ensure ITSM activities align with organizational goals and service commitments.
• Participate in meetings.
• Identify and recommend improvements in processes, and employee training for IT services.
• Develop and maintain policy and process documentation.
• Liaise with relevant stakeholders to ensure proper service delivery of their IT services.

Additional Job Functions

• Setup mobile devices in an MDM (Mobile Device Management) environment using Intune.
• Deploy and track all mobile device shipments. Collect, decommission, and dispose/surplus of all retired mobile devices.
• Install, maintain, and repair NYCHA’s mobile device equipment, contacting outside service vendors, as necessary. Perform hardware and software upgrades as needed.
• Identify, diagnose, and repair or coordinate repair of mobile device hardware, software and application problems.
• Provide user-level technical support and troubleshooting.
• Manage device application assignments within Intune MDM environment.
• Create and maintain technical documents for all mobile processes and break-fix solutions.
• Update mobile vendors management system with accurate user and mobile device data information for smartphones, tablets, iPad and MiFi’s.
• Troubleshoot hardware and software problems and errors in mobile devices and equipment or software; determine cause of error or stoppage and apply corrective steps.
• Laptop and desktop device repair, support, installation, enrollment and distribution.

Additional Information

1. NYCHA employees applying for transfer, 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.

3. 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 (NYCERS).

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

IT SERVICE MANAGEMENT SPECIALI - 95713

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" 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.