Reporting to the IT Manager, Information Technology, the IT Generalist plays a crucial role in maintaining and supporting the organization's IT infrastructure. This position serves as the first point of contact for troubleshooting and ensuring smooth operations across a broad spectrum of hardware and software technologies. The IT Generalist covers multiple functional areas, including systems and network administration, automation, programming, and IT support.
Key Responsibilities:
- Maintain and administer hardware and software systems, ensuring their proper functioning and availability.
- Utilize the Service Desk ticketing system to provide timely technical support and resolve user issues effectively.
- Accountable for and respond to emails and support requests, ensuring prompt and efficient communication with internal stakeholders.
- Install and configure hardware and infrastructure components for new stores, including POS machines, networking devices, and laptops.
- Develop and maintain a Knowledge Base System (KBS) to document work-related procedures and troubleshooting guidelines.
- Assist in monitoring the organization's network infrastructure, including switches, routers, and firewalls.
- Travel to various sites to assess technical equipment and ensure it meets the required standards.
- Collaborate on projects related to store builds, repairs, and troubleshooting, ensuring the successful completion of tasks within established timelines.
- Handle the call center for the entire company, including retail locations, aiding and resolving technical issues as needed.
- Perform asset/IT inventory management tasks.
- Expected to travel to various sites for project implementation and technical support.
- Proven experience in IT support and administration, with a focus on hardware systems, with at least 3 years experience
- Strong knowledge of hardware installation, setup, and troubleshooting, including store infrastructure, POS machines, networking, and laptops.
- Proficiency in using ticketing systems, such as Jira Service Management, to manage support requests and prioritize tasks.
- Excellent communication skills, both written and verbal, with the ability to provide clear and concise instructions to end-users.
- Self-motivated and able to work independently, as well as collaborate effectively within a team.
- Willingness to travel frequently to different sites as required by project demands.
- Strong problem-solving and analytical skills to diagnose and resolve technical issues efficiently.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Willingness to participate in cross-departmental training to share knowledge and train IT team members on operations-specific aspects.
- Experience with asset management and documentation is a plus.
- Familiarity with network infrastructure, including switches, routers, and firewalls, is a plus.
- Knowledge of backup and disaster recovery procedures and software is advantageous.