IT Specialist I

We Are Seeking

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. The IT Specialist I reports to the IT Customer Experience Manager and is part of a job family. The primary job duties of this position include:

• 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.
• Review the full job description here

Anticipated Recruiting Timeline:

Posting Closes: July 12

Interview Invites Sent: July 15

In-Person Interviews: Week of July 20

Anticipated New Hire Start Date: August 17 *Subject to change and for planning purposes only*

About You

At Gilbert, we hire innovative, forward-thinking problem-solvers who love what they do! The ideal candidate for this position will be passionate about desktop solutions and service. We're looking for outcome-oriented individuals who search for the right solution for any computer-related issue that may arise, ensuring an outstanding customer experience for our employees. The ideal candidate is someone who can explain these problems and their resolutions in plain terms to those customers who may not understand technical language.

In addition to possessing the ability to live out our core and functional values daily, candidates must possess the following requirements:

• 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.

Below are a few additional requirements for this position:

• 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 (MacBook 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 is desired but not required
• Network+ Certification is desired but not required
• Knowledge of InTune is preferred, but not required
• Knowledge of MDM (Jamf) is preferred, but not required
• Ability to pass a PD background check

Why Team Gilbert?

Gilbert is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If any reasonable accommodation is needed while participating in the application and interviewing process, please contact our People Team (Human Resources) at View phone number on click.appcast.io. Requests should be made as early as possible to allow time to arrange the accommodation. Gilbert provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Gilbert offers a comprehensive benefits package for qualifying positions that includes medical and dental insurance, life insurance, disability, pension, tuition reimbursement, parental leave, babies at work, and more! Click Here to see a list of our benefit offerings at-a-glance, or visit our website to see our full employee benefits guide.