IT Specialist

Posting Close Date: 

Applicants must submit their completed application by 05-03-2026 at 11:59 p.m. MST

Application and Special Instructions

As part of the application process, all applicants are required to submit a chronological resume at the time of application. Applications submitted without a chronological resume will be considered incomplete and will not receive further consideration.

This position is based on-site at a City of Tucson facility. Remote or hybrid work arrangements are not available at this time.

Applicants who meet the minimum qualifications may be evaluated and scored based on their relevant education, experience, and training, as outlined in the job bulletin. The highest-scoring applicants will be invited to participate in a phone screening interview.

Applicants who successfully complete the phone screening will advance to a in person panel interview.


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.

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


As part of the hiring process, the ideal candidate must successfully complete a background investigation conducted by the Tucson Police Department (TPD).

Recruiter Contact Information:

If you have any questions regarding this recruitment, please contact:

Liliana Almeraz
520.837.4303
[email protected]

ABOUT THIS JOB

The IT Specialist position at the City of Tucson’s 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 City’s 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. On-call rotations and perform off-hours work as necessary.

All duties and responsibilities listed are subject to change.

MINIMUM QUALIFICATIONS

Education: 6 months post-high school
Experience: Two (2) years of directly related experience

Any combination of relevant education and experience may be substituted on a year-for-year basis.

A valid and unrestricted driver’s license with two (2) years of licensed driving is required.

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 Specialist

To view the full job profile including classification specifications and physical demands click https://www.tucsonaz.gov/Departments/Human-Resources/Tucson-Talent.

Compensation Grade

G105

Hourly Range

$21.96 - 32.94 USD

The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

FLSA

Non-Exempt

Position Type

Regular

Time Type

Full time

Department

Department Link

NA

Background Check:  This position has been designated to require a criminal background check.  The City of Tucson is a Second Chance Employer.

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 https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.

Citizenship: 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. The City of Tucson does not offer visa sponsorship.

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 Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's 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 [email protected] or 520-791-2619.   

Recruiter Name

Liliana Almeraz (99363)

Recruiter Email

NA

For Human Resources general questions please contact 520-791-4241.