IT Specialist I

Town of Gilbert•50 E. Civic Center Drive, AZ

3d•Hybrid

About The Position

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.

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.
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 (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
Town of Gilbert employees are required to reside in the state of Arizona by hire date.

Nice To Haves

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.
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

Responsibilities

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.