Under general supervision, performs technical work providing support, procurement, and deployment of mobile device products and mobile voice and data telecommunication services. Responsible for installing, diagnosing, repairing, maintaining, and upgrading mobile devices, hardware products and equipment to ensure optimal device performance; advising and training users and troubleshooting all issues in a timely and accurate fashion; documenting, tracking, and monitoring problems to identify trends. Candidate must exercise initiative and independent judgment in all phases of work. Candidate will report to the Mobile Device unit within the Information Technology Service Management department.

The Mobile Support Specialist will provide technical assistance to NYCHA, with a focus on various mobile initiatives; the candidate must have technical knowledge of mobile technology and equipment, as well as the ability to troubleshoot various issues. The successful candidate will provide NYCHA employees with information pertaining to equipment, service, pricing and availability and will work with various team members to complete orders. Selected candidate must have the ability to prioritize, multitask, and clearly communicate resolutions to technical and non-technical staff when providing support received through service desk tickets, incoming calls, in-person requests, and via e-mail.

Responsibilities include, but are not limited to the following:

Support and Troubleshooting of Voice and Data Telecommunications Systems and Services
- Provide end-to-end deployment of mobile devices in support of mobile voice and data telecommunications capabilities, including collecting and maintaining required paperwork.
- Identify, diagnose, and repair or coordinate repair of mobile device hardware, software and application problems.
- Troubleshoot issues with voice telecommunications quality, data connectivity, and cellular coverage.
- Troubleshoot hardware and software problems and errors in mobile devices and equipment or software, to determine root cause of errors or stoppages and applying corrective steps.
- Assist customers with various device configurations; activate and program a wide range of mobile devices, including cellular phones, smartphones both android and IOS, and MiFi's; submit corrections to carriers; prepare written communications concerning technical issues.
- Perform additional tasks and projects as directed by management as it relates to requests and incident management.
- Install, maintain, and repair NYCHA’s mobile device equipment, contacting outside service vendors, as necessary. Perform hardware and software upgrades as needed to ensure voice and data telecommunications are available for NYCHA staff.
- Participate in meetings as a technical advisor with vendors, customers, and management to provide feedback for problem resolution and to determine appropriate course(s) of action.
- Develop, test, and document processes and procedures to procure, configure, deploy, track, and audit mobile devices.
- Provide immediate feedback to management when there are unresolved issues.

Hardware Tracking and Mobile Device Management
- Procure mobile devices through NYCHA’s vendor partner.
- Setup mobile devices in an MDM (Mobile Device Management) environment, including AirWatch & Intune or similar systems.
- Deploy and track all mobile device shipments. Collect, decommission, and dispose/surplus of all retired mobile devices.
- Manage device application assignments within AirWatch and Intune MDM environment, and integration into ServiceNow CMDB for end user device management.
- Create and maintain technical documents for all mobile processes and break-fix solutions and lead mobile training sessions for other team members.
- Provide/update the mobile device vendor websites with accurate user and mobile device information for all mobile devices, including but not limited to, cell phones, hotspots, tablets, and iPads.
- Perform special projects and initiatives as assigned. Follow up with appropriate vendors and carriers on orders placed for new equipment.
- Serve as a software, hardware, and OS specialist to deploy, manage, track and audit mobile devices.
- Enforce mobile device security, push software to devices and provide the organization with a real-time, inventory of active devices. Update vendor management system with accurate data.

NOTE: IF THIS APPOINTMENT IS MADE ON A PROVISIONAL BASIS PURSUANT TO 65 OF THE NYS CIVIL SERVICE LAW, NO TENURE OR PERMANENCE ACCRUES TO AN INCUMBENT IN THIS POSITION BY VIRTUE OF SUCH APPOINTMENT.

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the link below:

http://www.nyc.gov/html/dcas/downloads/pdf/psb/100_1.pdf

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

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.

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or
2. An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or
3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or
4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above.

Special Note - Additional Requirements for Assignment Level IV

To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice)-Assignment Level I, II, and III working for the City of New York; or
(2) Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

- Operational knowledge of ServiceNow. Provide support on daily ServiceNow incidents/requests and work closely with the various carrier account teams and wireless personnel on customer service issues that may arise ensure all urgent incidents and requests are prioritized and addressed in a timely manner activation of new service, cancellation of existing service, choice of carrier, number porting, or change of equipment type. - Extensive experience of overseeing a large enterprise customer base and troubleshooting mobile device issues. Knowledge of Workspace one and Intune mobile device management. - Possess a technical understanding of a variety of mobile technologies understanding of Mobile carrier processes and ability to work via carrier portals and technical support staff. Knowledge of Android and IOS operating system. - Outstanding customer service, oral, written communication skills, and courteous telephone manner.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

NYCHA has no residency requirements.

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.