Recruitment #1802-0742-001


The City of Tucson Information Technology Department (ITD) is seeking a self-driven, solution and detail oriented individual with great problem solving and customer service skills for an IT Specialist position to join the IT Service Desk Team.  The IT Service Desk Team is responsible for providing end user technical support through hands on , telephone, e-mail, and remote desktop control. The position responsibilities include heavy contact with customers, installing and maintaining computer hardware and software, troubleshooting problems and providing technical assistance to end users of desktop hardware and software, printers, wireless and mobile devices and various peripherals.

General Description

The IT Specialist will installs and maintains computer hardware and software including servers and networks. Troubleshoots problems and provides technical assistance and training to end users in the use of desktop hardware and software. Some other offices and departments supported include the Mayor's and City Manager's offices, Finance, Human Resources, and General Services, as well as public safety departments, Tucson Fire and Tucson Police, and public works departments, Transportation, Tucson Water, and Planning and Development Services.

Essential Functions

Occasionally directs helpers, assistants, seasonal employees, interns, volunteers or temporary employees and may temporarily act in a higher capacity.

Assists end-users with computer problems by responding to questions, troubleshooting hardware and software problems, and performing maintenance.

Ensures all Help Desk calls are logged, escalated, and closed out. Assigns incident reports to staff for resolution.

Meets with end-users and user departments to schedule computer replacements, produces standard drive images for departments, configures and tests personal computers, and installs software and equipment.

Maintains inventory and equipment by tracking updating and scheduling equipment replacements, removing and replacing equipment, researching and installing hardware.

Tests software upgrades and enhancements to ensure compatibility.

Minimum Qualifications

Minimum Education Level & Type: 6 months post High School

Minimum Experience Qualifications: At least 2 years of experience in computer hardware and software technical support

An equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of this position may be considered.

Special Job Requirements

This position may require an extensive criminal background check, fingerprints, and reference checks, and may require a Motor Vehicle History Report, Public Records Check, physical and/or audio exam. Employment offers are contingent upon successfully passing any of the above requirements.

The successful candidate(s) must be able to pass an extensive background investigation, including local, state, and national criminal checks. The candidate(s) must also be able to obtain and maintain Tucson Police Department (TPD) security clearance - extensive background check and TPD interview. All checks and requirements must be met prior to completion of probation.

Preferred Qualifications

Experience with configuring and troubleshooting Windows 7 and Windows 10

A+ certifications

Experience in a help desk or call center environment

Experience supporting users in an Active Directory environment

Experience writing end-user and technical procedures documents

Selection Plan

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. The highest scoring applicants will then be invited to participate in a telephonic interview. Those applicants who pass the telephonic interview will then be invited to participate in an in-person oral boards interview.

  • Telephonic interviews will be held: Monday, February 26, 2018
  • Oral Board Interviews will be held: Monday, March 5, 2018 

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment List.  An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as:      

  • 10% of your rating for education and work experience
  • 90% of your oral board interview   

This recruitment will establish a civil service list that will be utilized to fill vacancies occurring within th next 6 months.

Veterans, Native American, or Disability preference points will be added to the final score for those that are placed on the Civil Service Employment List.  If you qualify for preference points as outlined in the Employment Profile, please bring your documents to the oral board interview. The DD 214 must be a copy that indicates characterization of service.  

If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please call Sandra Fata at 520.837.4167 at least 48 hours prior to the evaluation.

Pre-employment Medical Testing Requirements


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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.