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.

This is a full performance level Technical Support Specialist (mobile) position which specializes in assisting the mobile device team with deploying smartphones, basic feature phones, MIFIs and other mobile equipment.  Ideal candidate must have knowledge of mobile deployment via Mobile Device Management environment and interaction with wireless carriers.  Candidate must be able willing to learn our mobile environment, work in a high volume, VIP interfacing environment with excellent customer service skills. Candidate must possess the ability to be flexible with work schedule when required and carry a City issued device for possible after hours calls.
Essential Functions
•    Provide level 1 and level 2 technical support for all mobile devices
•    Troubleshoot connectivity and data service issues with smartphones, cellphones, tablets and mifis
•    Order mobile equipment, services and accessories through vendor representatives or vendor portals
•    Schedule repair and troubleshooting appointments
•    Maintain and perform equipment inventory checks
•    Prepare mobile devices for deployment
•    Point of contact for mobile device users
•    Assist mobile device teammates with activating mobile devices
•    Issue SIM cards for data only mobile equipment
•    Thoroughly record information into SysAid ticketing systems to ensure resolution is clearly stated 
•    Daily monitoring of Mobile Support queue
•    Interact with third party vendors, wireless carrier and MDM vendors
•    Provide exceptional customer service by interacting with customers face to face, email, phone or Microsoft Teams 
•    Coordinate device provisioning with wireless carrier, users and Telecom Coordinators
•    Follow directives provided by the Executive Team, Mobile Device Support Supervisor or Mobile Device Support Lead
•    Knowledgeable on current mobile developments for equipment and industry changes or impacts; attends training sessions as necessary
•    Maintain safe and clean work environment
•    Maintain a professional image and attitude
Competencies, Knowledge, Skills and Abilities
•    Team oriented
•    Reliable and timely, strong work ethic
•    Honesty and integrity are required
•    Good written communication skills
•    Basic computer skills
•    Strong problem-solving skills
•    Ability to work with a diverse set of customers with a variety of skill levels
•    Ability to handle multiple concurrent tasks
•    Ability to work independently with limited supervision
•    Ability to work effectively in a team environment
•    Keep work area clean and sterile
•    Performs all other related duties as assigned
 

•    High school diploma required, completion of an associate degree program at an accredited college or university a plus however, equivalent combination of education and experience deemed acceptable by the Office of Innovation & Technology and Human Resources also considered.
•    Experience working in a large organization [IT Help Desk or Call Center a plus)
•    1-3 years of progressive experience in delivery services, customer relationship management, and organizational change management. [government agency experience a plus]
 

Salary Not to Exceed: $50,000

Please provide a resume and include a cover letter

Did you know?
●    We are a Public Service Loan Forgiveness Program qualified employer
●    25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
●    We offer Comprehensive health coverage for employees and their eligible dependents
●    Our wellness program offers eligibility into the discounted medical plan
●    Employees receive paid vacation, sick leave, and holidays
●    Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire

Please note that effective September 1, 2021, the City of Philadelphia is requiring all new employees to present proof of vaccination against COVID-19. 

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx