Mobile Technical Support Specialist

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:
Impact - The work you do here matters to millions. 
Growth - Philadelphia is growing, why not grow with it? 
Diversity & Inclusion - Find a career in a place where everyone belongs.
Benefits - We care about your well being.

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description

This role is for an experienced technician with expertise in mobile device management, focusing on refreshing equipment, providing guidance and training to customers, troubleshooting, and resolving issues. The ideal candidate should possess a strong investigative and analytical mindset, with the ability to assess, diagnose, and address a variety of challenges. The candidate must work well independently and within a team.  They must demonstrate professionalism in a dynamic, fast-paced environment and have a proven track record in evaluating and mitigating issues while providing top-notch customer service. Key responsibilities include multitasking, flexibility, device enrollment, managing high volumes of responses, and engaging with customers, VIPs, vendors and Executive management, all while maintaining a pleasant and friendly demeanor. Additionally, the candidate should be willing to adjust their work schedule on rare occasions, if needed.

Essential Functions
•    Stay updated on developments in mobile telecommunications, including equipment and industry changes, and attend training sessions as needed. 
•    Accurately enter data into database.
•    Administer and monitor the Mobile Device Management console, as well as various other systems. Training available.
•    Create assignment groups, user groups, and profiles as needed. 
•    Configure and test a variety of mobile device requests as required.
•    Develop user manuals and Knowledge Base documentation for customers and the mobile team.
•    Schedule activation and troubleshooting appointments as needed.
•    Coordinate device provisioning with vendors.
•    Perform data backup and restoration when necessary.
•    Participate in inventory and services audit as needed.
•    Train and assist remote Mobile Device Technicians in resolving issues.
•    Inform departmental personnel about rates and prices for requested services.  
•    Interact with customers as needed, providing exceptional customer service. 

Competencies, Knowledge, Skills and Abilities
• Demonstrates reliability and punctuality with a strong work ethic.
• Upholds honesty and integrity in all tasks.
• Possesses good written communication skills.
• Has basic computer proficiency.
• Exhibits strong problem-solving abilities.
• Capable of working with a diverse range of customers with varying skill levels.
• Manages multiple tasks simultaneously.
• Works independently with minimal supervision.
• Collaborates effectively within a team setting.
• Maintains a clean and sterile work environment.
• Completes all other related duties as assigned.

Qualifications

•    A high school diploma or equivalent, required