IT Specialist
IT Specialist
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Job Description
Posting Close Date:
Applicants must submit their completed application byat 11:59 p.m. MSTApplication and Special Instructions
The following certification must be obtained within twelve (12) months of hire / prior to the completion of the probationary period and must be maintained throughout employment in this position.Computing Technology Industry Association (CompTIA) A certification
Must obtain a valid and unrestricted Arizona Drivers License
Must successfully complete a background investigation conducted by the Tucson Police Department (TPD).
**Please note:
As part of the application process all applicants are required to submit a chronological resume and cover letter at the time of the application.
Applications that do not include both documents by the closing date of the recruitment will be considered incomplete and will not receive further consideration for this recruitment.
This position is based on-site at a City of Tucson facility. Remote or hybrid work arrangements are not available at his time.
The City of Tucson does not provide VISA sponsorship. Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.
Relocation expenses will not be provided for this position. Candidates are responsible for all costs associated with relocating to the Tucson area if applicable.
**Save the date: Interviews will be conducted virtually on the week of August 11 2025.
Recruiter contact information: If you have any questions please contact Liliana Almeraz at (520 )837-4303 or
ABOUT THIS JOB
Position Specific Summary
The IT Specialist position at the City of Tucsons Information Technology Department (ITD) serves as the first point of contact for technical support with a focus on endpoint management and delivering exceptional service. This role is responsible for the intake triage and initial troubleshooting of service requests ensuring accurate and thorough documentation within systems. The IT Specialist assists and collaborates closely with IT Analysts and the Lead Systems Analyst to identify recurring issues document effective solutions and maintain high-quality knowledge base and process documentation. This position plays a key role in supporting the Citys commitment to secure reliable and user-centric technology services.
Work is performed under the direction of the Information Technology Supervisor. This position does not supervise.
Duties and Responsibilities
Receives and logs service requests and incidents through the ITSM (Information Technology Service Management) tool and phone calls applying established triage procedures and appropriate categorization. Ensures accurate and thorough documentation leverages relevant knowledge articles and captures all necessary details to facilitate timely and effective ticket resolution. Encourages users to utilize the ITSM tool as the primary method for reporting issues promoting greater efficiency and consistency in service delivery.
Provides Tier 1 support by troubleshooting endpoint devices such as desktops laptops tablets and mobile phones. Resolves issues related to software installation hardware components network connectivity and peripheral devices to ensure minimal disruption and prompt restoration of service.
Deploys configures and maintains standard system images and endpoint management solutions. Implements patch management security settings and lifecycle management practices to ensure secure consistent and reliable performance across all endpoint devices. Escalates complex and unresolved issues to the appropriate team as needed. Collaborates with team members to identify recurring issues supports root cause analysis and contributes to ongoing process improvement initiatives.
Documents troubleshooting steps solutions and standard procedures in the knowledge base to support continuous improvement and enhance self-service capabilities for end-users. Reviews and validates the accuracy and relevance of knowledge base articles standard operating procedures and process documentation. Identifies outdated and inaccurate content and suggests updates to ensure alignment with current best practices and ITIL 4 (Information Technology Infrastructure Library) guidelines. Support the implementation of process improvements aligned with ITIL 4.
Supports IT Asset Management (ITAM) processes including inventory tracking surplus disposition and coordination with IT Asset Management and telephony teams to ensure accurate asset records and effective resource management.
Performs all other duties and tasks as assigned. Participates in projects assets management activities and service quality initiatives.
Working Conditions
Mostly office environment.
All duties and responsibilities listed are subject to change.
MINIMUM QUALIFICATIONS
EducationSix (6) months post-high school
Experience
Two (2) years of directly related experience
Equivalency
Any combination of relevant education and experience may be substituted on a year-for-year basis.
Preferred Qualifications
Associate degree or higher.
CompTIA A MS-900: Microsoft 365 Fundamentals
MD-102: Endpoint Administrator Associate
ITIL 4 Foundation certification.
Microsoft Modern Desktop Administrator Associate or Endpoint Administrator Associate.
Experience with endpoint management tools (e.g. Microsoft Intune).
Experience in IT Service management including desktop support or a similar role.
Experience with endpoint hardware and software asset management tools (e.g. Ivanti ServiceNow or comparable platforms).
Experience in IT Technical Device Management or a related field.
POSITION DETAILS
Job Profile
J0742 - Information Technology SpecialistTo view the full job profile including classification specifications and physical demands click Grade
G105Hourly Range
$21.96 - 32.94 USDThe City of Tucson considers several factors when extending an offer including but not limited to the role and associated responsibilities a candidates work experience education/training key skills and internal equity.
FLSA
Non-ExemptPosition Type
RegularTime Type
Full timeDepartment
Information TechnologyDepartment Link
No WebsiteBackground Check: This position has been designated to require a criminal background check.
ABOUT US
Benefits: The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive flexible and affordable coverage is designed to optimize health and well-being security and future and peace of mind. Benefits begin with medical dental vision life disability and FSA coverage surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind our paid time off program provides new hires with 38 paid days off in the first year of employment with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave paid tuition reimbursement student loan repayment off- and on-the-job training and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. You can learn more about our benefits at The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status.
City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer and does not discriminate based on race color religion sex (including sexual orientation gender identity and pregnancy) national origin veteran status age disability genetic testing or any other protected status. If you believe you have been a victim of discrimination you may file a complaint with the City of Tucsons Office of Equal Opportunity Programs U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney Generals Office of the Civil Rights Division (ACRD). Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD
The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at or .
Recruiter Name
Liliana Almeraz (99363)Recruiter Email
For Human Resources general questions please contact .
Required Experience:
Unclear Seniority
Employment Type
Full-Time
