Information Technology Generalist

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.

• 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 elevate 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.

• 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.

• 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 One Drive).
• 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 Connect Wise 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 Forti Gate firewalls, Forti Client VPN, and Forti Analyzer for network security and management.

• Strong research skills for addressing complex IT issues.
• Quick learner with the ability to retain and…