IT Specialist - Infrastructure

Applications accepted from: HITS Internal EIS Division to apply, The City of Houston is seeking a skilled IT Specialist to support wireless communications for public safety departments. This role focuses on lifecycle management, troubleshooting, and administration of cellular devices and services vital to public safety operations. The ideal candidate will have hands-on experience with smartphones, tablets, hotspots, and other wireless equipment, as well as strong collaboration skills for working with carriers, vendors, and internal technical teams., + Perform MACD (Move, Add, Change, Disconnect) activities for all City-issued cellular and wireless devices, including smartphones, tablets, hotspots, modems, and specialized public safety equipment.

• Serve as primary point of contact for wireless carrier support, including opening and managing tickets with cellular vendors for device issues, service interruptions, coverage gaps, and in-building coverage concerns.

• Conduct monthly reviews of carrier invoices, usage reports, and zero-usage summaries; identify unused or underutilized services and take action for suspension or disconnection.

• Enroll, configure, and maintain all City-owned mobile devices in Microsoft Intune; ensure compliance with City security requirements and mobile device management policies.

• Collaborate with internal IT teams to troubleshoot and resolve escalated or complex mobile device issues.

• Open and manage support cases with Microsoft, cellular carriers, or other vendors as needed to resolve technical problems.

• Assist with testing, evaluating, and deploying new wireless devices, services, and technologies that support public safety users.

• Maintain accurate documentation of wireless assets, service plans, issue resolutions, and service changes.

• Provide customer service and technical assistance to public safety personnel, ensuring devices remain operational and reliable for mission-critical use.

KNOWLEDGE: Requires a Bachelor’s degree in Computer Science, Management and Information Systems (MIS) or a closely related field. Related professional experience may be substituted for the education requirement on a year-for-year basis.

EXPERIENCE: At least three (3) years of technology experience supporting IT infrastructure including networks, security, and hardware. System-specific technical certifications may be considered for substitution for 1 year of experience.

• Experience supporting mobile devices, wireless carrier services, or telecommunications environments.

• Familiarity with mobile device lifecycle processes, including procurement, activation, configuration, and deactivation.

• Working knowledge of Microsoft Intune or other mobile device management platforms.

• Ability to review billing reports and identify service anomalies or cost-saving opportunities.

• Strong troubleshooting skills for cellular service issues, device performance problems, and connectivity concerns.

• Excellent communication skills and ability to work effectively with vendors and cross-functional teams.

• Strong organizational skills and attention to detail.

PREFERENCES

Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.

• Experience working in public safety, government, or similarly mission-critical environments.

• Knowledge of in-building coverage systems, cellular signal testing, or carrier escalation processes.

• Certifications such as CompTIA A+, Network+, or Microsoft mobility-related certifications., + Less than a High School Diploma/GED

• High School Diploma/GED

• Associate’s degree in business administration

• Bachelor’s degree in business administration, Public Administration and at least three years of experience in professional administrative, financial or analytical experience related to the type of work being performed

• Master’s Degree or higher in business administration, Public Administration and at least one year of experience in professional administrative, financial or analytical experience related to the type of work being performed

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Please describe your idea of providing excellent customer service in a help desk or service desk environment citing some examples of problem resolution.

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Please list your experience with IT service management software such as ServiceNow, Jira, Cherwell, etc., average daily ticket volume and clearance rate.