IT Specialist I

Job Opportunity 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. 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. Job Duties Provide best‑in‑class customer service to all users, resulting in resolution of technical issues in a positive and prompt manner. Possess excellent communication skills with the ability to explain technical problems in simple language, and engage with technically proficient users in appropriate terminology. Troubleshoot, research, and implement solutions independently and with support from Tech Support II & III. Be familiar with a variety of operating systems, including Windows and Apple OS environments, software, hardware, and applications. Use a modern ITSM to respond to, manage, and resolve incidents and requests. Use Mobile Device Management and software deployment & management tools (SCCM, JAMF, Workspace One). Maintain, repair, and replace 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. Perform cabling installation for data, telephone, and audio‑visual equipment; activate data and telephone jacks by patching cable in the equipment rooms. Maintain skill and knowledge of audio‑visual, telephone, and network systems. Support all Town departments, employees, and elected officials with their technical and audio‑visual needs, including events after business hours. Participate in rotational on‑call shifts as required by business needs. About You At Gilbert, we hire innovative, forward‑thinking problem‑solvers who love what they do. The ideal candidate will be passionate about desktop solutions and service, outcome‑oriented, and able to find the right solution for any computer‑related issue, ensuring an outstanding customer experience for employees. Requirements Associate degree in Information Technology or a closely related field; a non‑technical degree may be acceptable with 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 with a variety of employee types, including C‑Suite. 1+ years of 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). Willingness to participate in an on‑call rotation. Additional Qualifications Excellent customer service and communication skills. Strong written and verbal communication, emotional intelligence, and interpersonal savvy. Ability to work collaboratively in a customer‑facing team environment. Strong problem‑solving skills and a solutions‑oriented attitude. Familiarity with Microsoft Windows, Microsoft Office products (M365) and other relevant technologies. Familiarity with Apple OS/iOS (MacBook Pro, iPhone, iPad). Skill in Active Directory network environments. Proficiency in research methods for solving complex repair problems. Experience installing, imaging, diagnosing, and resolving PC hardware, peripherals, software, and network services; installing local and network‑connected printers. Ability to troubleshoot and provide client support of network security, software, operating system, and system performance issues. CompTia A+ Certification desired (not required); Network+ Certification desired (not required); InTune and MDM (Jamf) knowledge preferred. Ability to pass a PD background check. Compensation and Benefits This is an at‑will, full‑time, benefited position with a regular work schedule of Monday – Thursday, 7 am – 6 pm. Benefits include medical and dental insurance, life insurance, disability, pension, tuition reimbursement, parental leave, and other programs. Contact the Human Resources team for further details. Employment Information Eligible for overtime compensation (FLSA Non‑Exempt). Remote work privileges are approved at the sole discretion of the department director; residents of Arizona are required by law. EEO Statement Gilbert is committed to providing equal opportunity and reasonable accommodation for individuals with disabilities. Requests for accommodations should be made early in the process. Gilbert provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type, regardless of protected status. #J-18808-Ljbffr