IT Field Specialist

Forty (40) hours per week, Monday - Friday; may require response to urgent operational needs., The Information Technology Field Specialist provides hands-on technical support, installation, troubleshooting, and maintenance for Authority-managed technology across multiple Authority sites. This position focuses on field-based support, low-voltage/network infrastructure, endpoint and peripheral deployment, site technology inspections, and Tier 1 and Tier 2 helpdesk assistance when needed. The position helps maintain reliable, secure, and well-documented technology systems that support continuous operations and customer service.

Supervision

Works under general supervision. This position does not supervise employees but may provide technical guidance to end users, vendors, contractors, and Authority personnel during field service work.

Essential Functions * Travels regularly to Authority sites to perform hands-on technical support, project work, inspections, installations, and repairs.

• Troubleshoots and resolves site-level technology issues involving workstations, printers, phones, network connectivity, cabling, access points, cameras, and other Authority-supported equipment.

• Installs, terminates, tests, labels, dresses, and troubleshoots Ethernet and related low voltage/network cabling within the scope permitted by Authority policy.

• Installs, mounts, configures, and maintains network-connected devices, including wireless access points, security cameras, door access equipment, switches, printers, scanners, desktops, laptops, docking stations, monitors, VoIP phones, UPS units, and basic rack equipment.

• Performs physical layered troubleshooting, routine site visits and inspections of IT rooms, network cabinets, cabling, UPS units, switches, access points, cameras, workstations, printers, and other technology assets.

• Documents site conditions, equipment locations, serial numbers, port usage, cabling changes, diagrams, completed work, and recommended improvements.

• Updates helpdesk tickets, project notes, inventory records, and site-specific technology documentation in accordance with Authority standards.

• Assists with Tier 1 and Tier 2 helpdesk support for user access, password resets, Microsoft 365 issues, workstation problems, printer problems, basic network troubleshooting, and application access issues.

• Escalates complex network, cybersecurity, server, application, or vendor-related issues to appropriate IT personnel or service providers.

• Supports IT projects involving site buildouts, station upgrades, equipment refreshes, camera deployments, access control deployments, network improvements, and infrastructure standardization.

• Coordinates with IT staff, vendors, contractors, facilities staff, and operational personnel to complete installations, repairs, and project work while minimizing disruption to Authority operations.

• Assists with disaster recovery readiness by maintaining field equipment, spare devices, accurate documentation, and site-level technology preparedness.

• Follows Authority cybersecurity, CJIS, data privacy, safety, documentation, device naming, labeling, cable management, and change-tracking standards.

• Responds to urgent or emergency IT issues and performs on-site technical support.

• Maintains field service vehicles, tools, test equipment, and technology assets in a clean, safe, and operational condition., Hardware: Computers, laptops, docking stations, monitors, printers, scanners, VoIP phones, switches, access points, security cameras, access control equipment, UPS units, patch panels, racks, and related field equipment.

• Software: Windows OS, Microsoft Office Suite, Microsoft 365, ticketing systems, inventory systems, endpoint management tools, remote support tools, cybersecurity/EDR tools, and network management platforms.

• Field Tools: Hand tools, ladders, cable testers, label makers, cable management supplies, mounting hardware, and basic installation equipment.

• Communication Tools: Helpdesk systems, teleconferencing software, email platforms, radios or mobile phones, and other Authority-approved communication tools.

Physical Demands and Environment * Medium work environment.

• Indoor and outdoor work at administrative buildings, fire stations, training facilities, apparatus bays, IT closets, equipment rooms, and other Authority operational sites.

• Work may require lifting, carrying, mounting, and installing technology equipment, tools, ladders, and supplies up to fifty (50) pounds.

• Work may require standing, walking, climbing ladders, bending, kneeling, reaching, crawling, working above ceiling level, working in confined spaces, and working in or around network cabinets, racks, and ceiling-access areas.

• Work may involve exposure to environmental conditions, weather, uncomfortable or hazardous physical and ergonomic conditions, operational noise, and time-sensitive or emergency support needs.

• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Expected Behavior * Upholds professionalism, safety, IT security, and confidentiality.

• Provides excellent customer service and technical support to Authority personnel.

• Maintains a proactive, solutions-driven approach to site technology issues, documentation, and improvement opportunities.

• Demonstrates exceptional attention to detail by ensuring high-quality installations, accurate labeling and documentation, thorough site cleanup, and minimal disruption to ongoing operations.

Associate’s degree or two (2) years of hands-on IT support experience, including field support, endpoint troubleshooting, network connectivity troubleshooting, cabling support, device installation, or helpdesk support.

• An equivalent combination of education, certifications, training, and experience that provides the required knowledge, skills, and abilities may be considered.

Knowledge, Skills, and Abilities * Knowledge of IT hardware, Windows desktops and laptops, mobile devices, printers, phones, standard business applications, and Microsoft 365 services.

• Knowledge of basic networking concepts, including IP addressing, VLANs, DHCP, DNS, Wi-Fi, switches, patching, and internet connectivity.

• Knowledge of Ethernet cabling, patch panels, network closets, cable testing, labeling, and low voltage/network infrastructure standards.

• Skill in troubleshooting technical issues methodically from the physical layer through user, device, network, and application causes.

• Skill in installing, mounting, configuring, testing, labeling, documenting, and maintaining technology equipment and cabling.

• Skill in using hand tools, ladders, cable testers, label makers, ticketing systems, inventory systems, and basic installation equipment.

• Ability to provide professional customer service and communicate technical information clearly to non-technical users.

• Ability to work independently, travel between multiple sites, prioritize competing tasks, and shift between field projects, urgent repairs, and helpdesk support.

• Ability to maintain accurate documentation, inventory records, diagrams, ticket notes, and site-specific technology information.

• Ability to maintain confidentiality and protect sensitive IT, public safety, employee, and operational information.

• Ability to work collaboratively with IT staff, vendors, contractors, facilities staff, and operational personnel.

Preferred Qualifications * Experience in fire, EMS, law enforcement, government, public safety, healthcare, education, or another mission-critical environment.

• Experience with UniFi or similar network equipment; security cameras; access control systems; VoIP phone systems; UPS systems; rack-mounted equipment; endpoint management tools; remote support tools; antivirus/EDR platforms; or ticketing systems.

• Experience with Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, and OneDrive.

• Certifications in CompTIA A+, Network+, Security+, Microsoft, Cisco, low voltage/network cabling, or similar systems.

Special Requirements * Must be eighteen (18) years or older at the time of hire.

• Must possess or be able to obtain a valid Arizona driver’s license.

• Must meet the Authority’s insurability requirements.

• Must meet the criminal background regulations mandated by the FBI CJIS Security Policy, as applicable to assigned systems and access.

• Must be able to travel regularly between Authority sites and work around operational needs to avoid disrupting emergency services, public safety operations, or business functions.

18818 North Spanish Garden Drive, Sun City West, AZ 85375 $62,781 - $94,171 a year - Full-time