Information Technology Generalist - $45,000 - $52,000 annually

Position Summary: The Information Technology Generalist plays a vital role in supporting and improving the organization’s IT infrastructure while delivering exceptional customer service. By providing hands-on technical support, troubleshooting, and proactive maintenance, this role ensures that users experience reliable and efficient technology solutions. Their work is essential for maintaining seamless daily operations, enabling successful events, and protecting the organization’s systems from security risks.

Responsibilities/Essential Functions:

• Contribute to strategic planning and continuous improvement efforts to enhance IT infrastructure and customer service delivery.
  • Analyze trends from documented resolutions to identify preventative measures.
  • Assist in planning and troubleshooting IT infrastructure.
  • Develop and implement strategies for delivering exceptional customer service.
  • Learn and support the organization’s software and hardware solutions.
  • Ensure all systems are secure with appropriate antivirus and security solutions.
  • Create user-friendly help sheets and FAQ guides.
• Provide technical support and troubleshoot to effectively resolve user issues and maintain system performance.
  • Respond to help desk requests via phone and email in a professional manner.
  • Document user information and details of the issue, including name, department, contact information, and problem description.
  • Build rapport with users to fully understand and address their concerns.
  • Prioritize and escalate issues to senior technicians or vendors as needed.
  • Log, track, and document the problem-solving process, including all successful and unsuccessful actions, until the resolution.
  • Use diagnostic tools to troubleshoot issues.
  • Access resources like knowledge bases, driver repositories, and FAQs to assist in problem resolution.
  • Test fixes and follow up with users to confirm resolution.
• Support daily IT operations, event coordination, and ongoing maintenance to ensure seamless service delivery across the organization.
  • Provide phone, data, and computer support to internal and external clients across the campus.
  • Collaborate with Event Managers to ensure seamless event IT execution.
  • Act as the IT point of contact during events (shared responsibility).
  • Perform hands-on troubleshooting and maintenance, including software upgrades, hardware installation, system configuration, and file backups.
  • Assist with deploying and maintaining IT equipment.
  • Perform routine maintenance, including workstation and peripheral checks.
• Perform other duties as assigned.

Position Requirements:

Formal Education & Certification:

• Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent experience.
• Industry certifications such as Microsoft (MCP/MCSA), Cisco (CCNA/CCNP), Fortinet (NSE 4 or higher), or ITIL highly preferred.
• Additional training or certification in networking, server administration, or cybersecurity preferred.

Knowledge & Experience:

• Proficient in modern IT hardware, including HP and Dell systems. 
• Experience with Windows 10/11, Windows Server 2016/2019/2022, and MacOS. 
• Familiarity with productivity software such as Microsoft 365 (including SharePoint, Teams, and OneDrive). 
• Experience with remote monitoring and management (RMM) tools such as Datto RMM or similar solutions for endpoint management, monitoring, and automation. 
• Familiarity with IT service management platforms like ConnectWise or comparable tools for ticketing, documentation, and workflow management. 
• Basic knowledge of Cisco and Aruba switches, including configuring VLANs, managing ports, and understanding basic switch troubleshooting techniques. 
• Understanding of network infrastructure, including Cisco wireless systems. 
• Working knowledge of Mobile Device Management (MDM) tools, such as Intune or JAMF. 
• Proficiency in managing POS systems and retail technology. 
• Experience with Fortinet products, including FortiGate firewalls, FortiClient VPN, and FortiAnalyzer for network security and management. 

Personal Attributes:

• Strong research skills for addressing complex IT issues.
• Quick learner with the ability to retain and apply knowledge.
• Exceptional written and verbal communication skills.
• Strong interpersonal skills, emphasizing active listening and rapport-building.
• Detail-oriented with excellent analytical and problem-solving capabilities.
• Ability to prioritize tasks effectively in high-pressure situations.
• Strong customer service orientation.
• Team player with experience in collaborative environments.

Work Conditions:

• Manual dexterity to operate tools, keyboards, and IT equipment.
• Ability to work nights, weekends and holidays as needed for games and events.
• Physical requirements include sitting, walking, standing, bending, squatting, climbing, kneeling, twisting, lifting, grasping, etc.
• Lifting up to 50 lbs.
• Benefits offered including Medical, Dental, Vision, Retirement, and a robust PTO policy.

ADA/EEO Statement:

Our company is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to participate in the application process or perform the essential functions of the job, please contact the People Team to request an accommodation. We will engage in an interactive process to assess your needs and provide appropriate accommodations to enable you to perform the essential functions of the position unless it would cause an undue hardship.

We are an equal-opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. It is our policy to provide equal employment opportunity for all employees and applicants for employment. We value diversity and inclusion in our workplace and promote a work environment that respects and supports individuals without bias.