IT Generalist

Job Overview 

• IT Generalist plays a crucial role in providing technical support and troubleshooting services to end-users as well as ensuring the organization’s technology infrastructure runs smoothly and efficiently.

Primary Responsibilities

• Respond to Customer Queries: Address customer issues via email, phone, or in-person.
• Log and Track Issues: Maintain Service Desk system & knowledge base.
• Diagnose and Resolve Problems: Identify and solve hardware/software faults.
• Update Documentation: Create and update self-help documents for users.
• Analyze Call Logs: Detect underlying issues and trends from call logs.
• Test New Technologies: Evaluate new technologies to improve existing systems.
• Collaborate with Teams: Work with other technical team members to resolve larger issues.
• Provide Technical Guidance: Offer instructions to users on handling software/hardware issues.
• Install and Configure Systems: Set up and configure computer systems and applications.
• Training: provide end user training when applicable or assist with options.
• Perform other duties as assigned.

Required Qualifications and Skills

• Technical Proficiency: Strong knowledge of computer systems, hardware, and software. (MS Systems)
• Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently.
• Communication Skills: Excellent verbal and written communication skills.
• Customer Service: Strong customer service orientation and ability to handle challenging situations.
• Attention to Detail: Meticulous in logging and tracking issues and solutions.
• Team Collaboration: Ability to work well in a team environment.
• Experience: A 2-year degree or 2-3 years relevant support experience.

Work Environment

• Traditional indoor office environment. Some office workers may travel to construction sites periodically.

Physical Demands

• The physical demands described below are representative of but not limited to the physical exertion generally required to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for long periods of time while using a keyboard. They are frequently required to stand and walk. They are occasionally required to lift, carry, push, pull, and reach overhead materials up to 20 pounds, along with frequent gross manipulation using their hands. The visual requirements include demonstrating or having vision corrected to 20/20. In general, this position includes sedentary work that primarily involves sitting and/or standing as well as repeating motions that include the wrists, hands, and/or fingers.