IT Support Specialist

Job ID: IT SERVICE MANAGEMENT SPECIALI - 95713

About the role

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