IT Specialist

IT Specialist I

Team Gilbert has an exciting opportunity for an IT Specialist I who is innovative and driven to partner with business partners about front‑line support and resolution of hardware and software‑related issues.

With every job we fill, our focus is on providing best‑in‑class service to our citizens while offering opportunities for professional growth in a rewarding, innovative work environment. This position is responsible for service, installation, and maintenance of various computers, laptops, peripherals, and other related equipment throughout the Town by means of troubleshooting, prevention, and repair.

• Provides best in class customer service to all users resulting in resolution of their technical issues in a positive and prompt manner.
• Possesses excellent communication skills with the ability to explain technical problems in simple and easily understood language, as well as engage with technically proficient users in appropriate vernacular.
• Ability to troubleshoot, research, and implement solutions both independently and with support from Tech Support II and IIIs.
• Familiarity with a variety of operating systems, including Windows and Apple OS environments, software, hardware, and applications.
• Familiarity with a modern ITSM to respond to, manage, and resolve incidents/requests.
• Familiarity with Mobile Device Management and Software Deployment & Management Tools (SCCM, JAMF, Workspace One).
• Maintains, repairs, and replaces audio visual equipment in Town conference rooms, offices, and Council Chambers, including pre‑meeting set‑up and testing.
• Proactively analyze equipment and coordinate repairs and replacements with vendors.
• Performs cabling installation for data, telephone, and audio‑visual equipment. Activate data and telephone jacks by patching cable in the equipment rooms.
• Maintains skill and knowledge of audio visual, telephone, and network systems.
• Supports all Town departments, employees, and elected officials with their technical and audio‑visual needs, supporting events after business hours as needed.
• Rotational on‑call shifts may be occasionally required dependent on business needs.

• Associate degree in Information Technology or a closely related field. A non‑technical degree may be acceptable if complemented with the appropriate certifications and/or experience.
• 1+ years of Information Technology or Audio/Visual industry experience.
• 1+ years of customer service experience in a corporate setting working with a variety of employee types including C‑Suite.
• 1+ years of experience troubleshooting, staging, and imaging PC hardware, software and related equipment preferred.
• 1+ years of Active Directory or Azure AD experience preferred.
• 1+ years of experience with SCCM or another modern device management platform in an enterprise environment preferred.
• Must be willing to participate in an on‑call rotation.
• Excellent customer service and communication skills to delight the customer.
• Strong written and verbal communications are required, as well as emotional intelligence and interpersonal savvy.
• Ability to work collaboratively in a team environment that is customer‑facing.
• Strong problem‑solving skills and a solutions‑oriented attitude.
• Familiar with Microsoft Windows and Microsoft Office products (M365) and other relevant technologies.
• Familiar with Apple OS/iOS (Mac Book Pro, iPhone, iPad).
• Skill in Active Directory network environments.
• Skilled in research methods and techniques for solving complex repair problems.
• Adept at installing, imaging, diagnosing, and/or resolving problems with personal computer hardware, related peripheral devices, software, and/or network services, and installing local and network‑connected printers.
• Ability to troubleshoot and provide client support of network security, software, operating system, and/or system performance issues.
• Comp TIA‑A+ certification desired but not required.
• Network+ certification desired but not required.
• Knowledge of Intune preferred, but not required.
• Knowledge of MDM (Jamf) preferred, but not required.
• Ability to pass a PD background check.

This position is an At‑Will position and is FLSA Non‑Exempt – eligible for…