IT Specialist II or III

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

3d•Hybrid

About The Position

Team Gilbert has an exciting opportunity for an IT Specialist II or III who is innovative and driven to partner with business partners about front-line support and resolution of hardware and software-related issues. The IT Specialist II/III provides advanced technical support, exceptional customer service, and reliable operational assistance across the Town’s technology environment. This position supports Windows and Apple devices, enterprise applications, endpoint management tools including Microsoft Intune, SCCM, and JAMF, and modern ITSM workflows. The role includes troubleshooting hardware/software issues, managing incidents through a modern ITSM platform, supporting Town-wide technology needs, and collaborating closely with departments across the organization. IT Specialist IIs mentor junior staff, while IT Specialist IIIs provide senior-level expertise and broader guidance across the job family. This role reports to the IT Customer Experience Manager and is part of a job family.

Requirements

Bachelor’s degree in Information Technology or related field (non-technical degrees accepted with relevant certifications/experience).
3+ years of IT industry experience (for IT Specialist II).
5+ years of IT industry experience (for IT Specialist III).
1–2 years of corporate customer service experience, including support for C-Suite users (for IT Specialist II).
3+ years of corporate customer service experience, including support for C-Suite users (for IT Specialist III).
1–2 years troubleshooting, staging, and imaging PC hardware/software (for IT Specialist II).
3+ years troubleshooting, staging, and imaging PC hardware/software (for IT Specialist III).
Must be willing to participate in an on-call rotation.
Excellent customer service, communication, and interpersonal skills.
Strong written and verbal communication with emotional intelligence.
Ability to work collaboratively in a customer-facing team environment.
Strong problem-solving skills and a solution-oriented mindset.
Familiarity with Microsoft Windows, Microsoft 365, Apple OS/iOS, and related technologies.
Skill in Active Directory environments and troubleshooting security, software, OS, and performance issues.
Ability to install, image, diagnose, and resolve issues with PC hardware, peripherals, and network services.
Skilled in research methods and techniques for solving complex repair problems.
Ability to pass a PD background check.
Must reside in the state of Arizona by hire date.

Nice To Haves

1–2 years of Active Directory or Azure AD experience preferred (for IT Specialist II).
3+ years of Active Directory or Azure AD experience preferred (for IT Specialist III).
1–2 years of Microsoft Intune and SCCM experience preferred (for IT Specialist II).
3+ years of Microsoft Intune experience preferred (for IT Specialist III).
3+ years of SCCM experience preferred (for IT Specialist III).
CompTIA A+, Network+, Apple Certified Support Professional certifications.

Responsibilities

Provide best-in-class customer service and technical support to Town employees and elected officials.
Troubleshoot and resolve issues involving Windows, macOS, iOS, enterprise applications, hardware, peripherals, and network-connected devices.
Support device management, compliance, and application deployment using Microsoft Intune; assist with SCCM and JAMF.
Manage and resolve incidents and service requests using a modern ITSM platform.
Coordinate with vendors for equipment repair and replacement.
Support Town-wide technology needs, including occasional after-hours requirements.
Participate in rotational on-call shifts.
Mentor IT Specialist Is (II level) and provide advanced guidance across the job family (III level).
Ability to pass a Police background check required.