Onsite Mobile IT Support & ITSM Specialist

City of New York; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

City of New York seeks an IT Service Management Specialist to support a smartphone deployment pilot and apply ITSM principles across planning, deployment, and QA. You will coordinate end-to-end device setup, inventory, and user support, ensuring devices and system access are ready for staff.

You will track incidents, requests and problems, coordinate across teams, and help drive continuous improvements while liaising with stakeholders and training staff as needed.

Qualifications

• Bachelor's degree in computer science, engineering or related field and four years of ITSM-related experience.
• Or a bachelor's degree plus eight years of ITSM experience.
• Equivalency acceptable as described above with related work experience.

Responsibilities

• Coordinate end-to-end device setup, deployment, and inventory management for smartphones and related equipment.
• Provide help desk support via tickets, phone, email or in person to users and staff.
• Monitor incidents and service requests, track progress and communicate resolutions.
• Establish QA practices for ITSM operations and liaise with stakeholders to ensure alignment with service commitments.
• Create and maintain policy and process documentation; participate in meetings and process improvements.
• Manage account requests, deployment changes, and IWM Maximo application access through ServiceNow.

Skills

ServiceNow ITSM

ITSM practices

Customer service

Intune MDM

Android/iOS

Desktop support

Clear communication

Education

Bachelor's degree in computer science, engineering, or related field

Equivalent combination of education and experience

Tools

ServiceNow

Intune MDM

Windows OS

Job description

City of New York seeks an IT Service Management Specialist to support a smartphone deployment pilot and apply ITSM principles across planning, deployment, and QA. You will coordinate end-to-end device setup, inventory, and user support, ensuring devices and system access are ready for staff.

You will track incidents, requests and problems, coordinate across teams, and help drive continuous improvements while liaising with stakeholders and training staff as needed.