IT Specialist I

Overview 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. The 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. Responsibilities Provide best‑in‑class customer service to all users, resolving technical issues promptly and positively. Communicate complex problems in simple language and engage technically proficient users appropriately. Troubleshoot, research, and implement solutions independently or with support from Tech Support II and III. Be familiar with Windows and Apple operating systems, software, hardware, and applications. Use a modern ITSM to respond to, manage, and resolve incidents/requests. Use Mobile Device Management and software deployment tools such as SCCM, JAMF, and Workspace One. Maintain, repair, and replace audio‑visual equipment in Town conference rooms, offices, and Council Chambers, including pre‑meeting set‑up and testing. Analyze equipment and coordinate repairs or replacements with vendors. Perform cabling installation for data, telephone, and audio‑visual equipment; activate jacks by patching cable in equipment rooms. Maintain skill and knowledge of audio‑visual, telephone, and network systems. Support all Town departments, employees, and elected officials with technical and audio‑visual needs, including after‑business‑hours events. Participate in rotational on‑call shifts as required by business needs. Qualifications Associate degree in Information Technology or a closely related field (non‑technical degrees acceptable with certifications or experience). 1+ year of Information Technology or Audio/Visual industry experience. 1+ year of corporate customer‑service experience with various employee types, including C‑Suite. 1+ year of troubleshooting, staging, and imaging PC hardware and software (preferred). 1+ year of Active Directory or Azure AD experience (preferred). 1+ year using SCCM or another modern device‑management platform in an enterprise environment (preferred). Willingness to participate in an on‑call rotation. Additional Requirements 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 (M365), and other relevant technologies. Familiarity with Apple OS/iOS (MacBook Pro, iPhone, iPad). Experience with Active Directory network environments. Skill in research methods and techniques for solving complex repair problems. Adept at installing, imaging, diagnosing, and resolving problems with personal computer hardware, peripherals, software, and network services; installing local and network‑connected printers. Ability to troubleshoot and provide client support for network security, software, operating system, and system performance issues. Aptitude to pass a PD background check. CompTIA 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. Benefits & Working Conditions This is an at‑will, full‑time, benefited position with a regular schedule of Monday – Thursday, 7 am – 6 pm. It is FLSA Non‑Exempt, eligible for overtime compensation. The department operates in a hybrid environment; remote work privileges are approved at the sole discretion of the department director. Employees must reside in the state of Arizona by hire date. EEO Statement Gilbert is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. 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. #J-18808-Ljbffr