IT MOBILE SUPPORT TECHNICIAN

As an IT Mobile Support Technician with the NYC Public Engagement Unit, your main responsibilities will include supporting mobile devices such as smartphones, tablets, and laptops across various sites in New York City. You will troubleshoot software and application issues, collaborate with the HRA ITS mobile team on managing antivirus solutions, maintain both PC and Mac laptops, and assist with desktop support when necessary. You'll also be involved in managing IT asset inventories and making hardware/software recommendations tailored to the team's needs.

To qualify for the IT Mobile Support Technician position at the NYC Public Engagement Unit, candidates are required to hold a bachelor’s degree that includes credits in voice telecommunications or electronics, or an associate degree with relevant credits and experience. Additionally, practical experience in voice telecommunications or electronics service environments is essential, with various pathways available based on education and experience combinations.

The work environment for an IT Mobile Support Technician at NYC Public Engagement Unit is collaborative and fast-paced. You’ll be supporting a diverse team in a role that requires both onsite and remote support across different locations. If you enjoy dynamic work settings with varied responsibilities and the chance to make a meaningful impact on the community, this is the perfect opportunity for you!

For the IT Mobile Support Technician role at NYC PEU, essential technical skills include proficiency in troubleshooting and repairing mobile devices, understanding antivirus and malware solutions, and familiarity with both PC and Mac operating systems. Moreover, experience with IT service management systems for managing tickets is beneficial, as you'll need to manage various support requests efficiently.

As an IT Mobile Support Technician at NYC Public Engagement Unit, you’ll have several opportunities for career growth. By gaining hands-on experience and expanding your technical skill set, you can progress within the telecommunications or IT fields, possibly moving into supervisory roles or specialized positions within the city’s IT departments.

When troubleshooting mobile device issues, it's helpful to start with a systematic approach: first, clearly define the problem. Next, gather relevant information from the user regarding the symptoms and any steps they've taken to fix it. Then, replicate the issue, if possible. Use your knowledge to address one component at a time, ruling out hardware or software problems, and conclude with a solution that guides the user through the fix.

Discuss a specific incident where you identified a complex IT issue, detail your process to diagnose the problem, and how your solution benefited the user. Focus on the steps you took, the collaborative efforts you engaged in, and any tools or methods you applied throughout the troubleshooting process.

Staying updated on technology trends involves a mix of reading tech blogs, subscribing to industry newsletters, participating in webinars, and engaging in professional IT communities. You could also attend conferences or take online courses related to advancements in mobile technologies and their applications in telecommunications.

Talk about your hands-on experience with various antivirus and anti-malware software. You can highlight how you implement these tools, respond to threats, and educate users on safe practices to minimize the risk of issues on their devices.

Prioritizing tasks requires assessing the urgency and impact on users. A common approach is to address tickets based on severity, ensuring critical issues are resolved first. You can also mention using ticket management systems that help in keeping track of requests and managing timelines effectively.

In a diverse team, effective communication is key. Describe your strategies for ensuring all voices are heard, such as holding regular team meetings, encouraging open feedback, and utilizing collaboration tools that accommodate all team members throughout the support process.

Proper IT asset management starts with maintaining an updated inventory of all devices. You should regularly audit assets for compliance and checks, manage software licenses, and ensure proper documentation for audits and warranty issues, ensuring all data is accessible when needed.

Handling difficult users starts with active listening to understand their frustrations. Show empathy and maintain professionalism while confidently guiding them through their issues. Offer clear instructions, be patient, and follow up after resolution to ensure satisfaction.

Share your background working with both PC and Mac environments, highlighting your technical knowledge in their respective operating systems. Discuss how your understanding of both platforms enables you to offer comprehensive support to a diverse user base, showcasing versatility.

This question is an opportunity to express your genuine interest in both the role and the organization's mission. Discuss your passion for technology and helping people, emphasizing how you want to contribute to meaningful community engagement in New York City.