IT Support Specialist

NYC HOUSING AUTHORITY is hiring an IT Support Specialist to support a smartphone deployment pilot using IT Service Management (ITSM) principles. This fully in-person role includes hands-on device setup, distribution, and user support across New York City’s five boroughs, with active use of ServiceNow and mobile device management tools. If you value structured service delivery and quality-focused support, this position offers a direct impact on end-user experience.

What you’ll do

• Support smartphone deployment pilot preparation by preparing and distributing mobile devices before or after training sessions based on the schedule.
• Transport and deliver smartphones and related materials to training centers citywide and to development sites across all five boroughs.
• Complete end-to-end device setup, including configuration, enrollment, and validation to ensure devices are operational.
• Assist users with device logins, account setup, and verification that required applications and services are functioning correctly.
• Troubleshoot and resolve basic device setup and connectivity issues during deployment.
• Submit and track user ID and account access requests for device activation and IWM Maximo application access through ServiceNow.
• Coordinate across teams so incidents are handled efficiently, consistently, and with a focus on quality and customer experience.
• Establish quality assurance practices for ITSM operations, ensuring processes are followed and identifying improvement opportunities.
• Work with technical and business stakeholders to align ITSM activities with organizational goals and service commitments.
• Participate in meetings and support process improvement initiatives, including recommending changes to employee training for IT services.
• Develop and maintain policy and process documentation and liaise with stakeholders to support proper service delivery.
• Set up mobile devices in an MDM environment using Intune, including managing application assignments within Intune.
• Deploy and track mobile device shipments, and collect, decommission, and dispose or surplus retired devices.
• Install, maintain, and repair mobile device equipment and perform hardware and software upgrades, coordinating with outside vendors as needed.
• Diagnose and repair or coordinate repair of mobile device hardware, software, and application issues.
• Provide user-level technical support and troubleshooting.
• Support laptop and desktop device repair, installation, enrollment, and distribution.
• Create and maintain technical documentation for mobile processes and break-fix solutions, and update the mobile vendors management system with accurate user and device data for smartphones, tablets, iPad, and MiFis.

Required qualifications

• A baccalaureate degree from an accredited college in computer science, engineering, or a related field, plus four years of satisfactory full-time experience related to information technology service management, process management, or operations; or
• A baccalaureate degree from an accredited college, plus eight years of satisfactory full-time experience related to information technology service management, process management, or operations; or
• Education and/or experience equivalent to the qualifications described above.

Technologies you’ll work with

• ServiceNow, ITSM, IWM Maximo, MDM (Mobile Device Management), Intune, Android, iOS, Maximo

Benefits

• Choice of medical coverage plans
• Deferred compensation plans
• Defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS)
• As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs

Work setting & travel

This is a fully in-person position requiring travel throughout New York City’s five boroughs. The primary office is in Long Island City, with travel to other central office locations and NYCHA developments as needed. NYCHA has no residency requirements.

Salary: $75,000.00 to $77,438.00 per year. Posted: 10/22/2026. Posted until: 11/01/2026. Department: IT Service Management. Job ID: 806313. Category: Technology, Data & Innovation. Experience level: Experienced (non-manager). Number of positions: 1. Work location: IT Svcs Mgt-Desktop & Device.