IT Specialist

City of Tucson • Tucson, AZ

19h • Onsite

About The Position

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.

Requirements

• 6 months post-high school education
• 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.
• Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.
• 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
• The ideal candidate must successfully complete a background investigation conducted by the Tucson Police Department (TPD).

Nice To Haves

• 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.

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.

Benefits

• medical, dental, vision, life, disability, and FSA coverage
• pension plan
• optional Roth and pretax deferred compensation savings
• 38 paid days off in the first year of employment
• twelve weeks of paid parental leave
• paid tuition reimbursement
• student loan repayment
• off- and on-the-job training
• opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees