The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.
At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology, and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.
The Wireless Support Specialist will provide technical assistance to agencies, with a focus on various mobile and wireless 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 designated agency mobile coordinators with information pertaining to equipment, service pricing and availability and will work with various account team members to complete orders.
Responsibilities include:
- 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;
- Responsible for working closely with OTI's Cost Recovery Group (CRG) for mobile order approvals;
- Liaise with City agencies on requests/incidents resolution for various carrier services; recommend the appropriate action in response to agency mobile requests, including activation of new service, cancellation of existing service, choice of carrier, number porting, change of service type or rate plan, or change of equipment type;
- Provide user-level technical support and troubleshooting communications issues; follow-up with the appropriate vendors and carriers on orders placed for new equipment;
- Liaise with internal OTI divisions concerning new service and equipment costs and determine proper user financial responsibilities;
- Perform inventory control functions (inventory control functions may require the candidate to carry boxes of mobile equipment to and from the mobile stock room; these boxes should not exceed 50 pounds), update vendor management system with accurate data;
- Assist customers with various device configurations; activate and program a wide range of mobile devices, including cellular phones, smartphones both android and IOS, mobile PC cards, and MiFi's; submit corrections to carriers; prepare written communications concerning technical issues;
- Perform additional tasks an projects as directed by management as it relates to requests and incident management.
Minimum Qualifications
- A four-year high school diploma or its educational equivalent, and
- six months of full-time mainframe, mini-computer or LAN/WAN computer operations experience or service desk/desk top support experience acquired in the past one year and three months; or
- graduation from an approved technical school (approximately 675 hours) with a specialization in mainframe/mini-computer operations and/or technical support acquired in the past five years and three months; or (c) currently valid A+ or Network+ certification; or
- An associate degree or 60 semester credits from an accredited college including or supplemented by 12 semester credits in computer technology; or
- Education and/or experience that is equivalent to “1” or “2” above. Undergraduate credit may be substituted for experience on the basis of 30 semester credits, from an accredited college, including or supplemented by six credits in computer technology for three months of experience. However, all candidates must have a high school diploma or its educational equivalent.
Experience which primarily involves performing computer data entry and/or using word processing, spread sheet and/or database applications as an end user is not acceptable towards meeting the education and experience requirements for this examination.
Preferred Skills
The preferred candidate should possess the following: - Advanced operational knowledge of ServiceNow - Extensive experience of overseeing a large enterprise customer base as it relates to customer service - Possess a technical understanding of a variety of mobile technologies, high-level skills in the Microsoft Office Suite. Understanding of Mobile carrier processes - Ability to work via carrier portals - Ability to work with Mobile carrier sales and technical support staff to troubleshoot and mobile device issues. Some knowledge of WS1(Airwatch MDM) is a plus - Outstanding oral and written communication skills
55a Program
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.
Public Service Loan Forgiveness
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/
Residency Requirement
New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
Additional Information
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.
