Minnesota Wild
IT Generalist
Minnesota Wild, Saint Paul, Minnesota, United States, 55130
The IT Generalist's role is to provide comprehensive support for phone, data, and IT services during events and to ensure the smooth operation of IT systems for internal end users. This includes receiving, analyzing, prioritizing, documenting, and resolving escalated support requests. Problem resolution may involve diagnostic tools, tracking systems, and providing in-person or remote assistance. The position also involves contributing to IT projects and coordinating vendor activities.
Responsibilities/Essential Functions
Strategy & Planning:
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. Operational Management:
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). 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. Learn and support the organization's software and hardware solutions. Perform hands-on troubleshooting and maintenance, including software upgrades, hardware installation, system configuration, and file backups. Assist with deploying and maintaining IT equipment. Ensure all systems are secure with appropriate antivirus and security solutions. Perform routine maintenance, including workstation and peripheral checks. Test fixes and follow up with users to confirm resolution. Create user-friendly help sheets and FAQ guides. Perform other duties as assigned. Position Requirements
Formal Education & Certification
College degree in Computer Science, Information Technology, or related fields preferred, not required. Candidates with a strong interest in IT and relevant certifications or coursework will also be considered. Industry certifications such as Microsoft (MCP/MCSA), Cisco (CCNA/CCNP), Fortinet (NSE 4 or higher), or ITIL are highly preferred, not required. Additional training or certification in networking, server administration, or cybersecurity preferred, not required. 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
Flexible weekday, weekend, and holiday hours are required. Occasional extended working hours. Ability to work in physically demanding environments, including walking on concrete, bending, crawling, and working at heights. Manual dexterity to operate tools, keyboards, and IT equipment. Ability to lift and transport moderately heavy objects, such as computers and peripherals. 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.
Responsibilities/Essential Functions
Strategy & Planning:
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. Operational Management:
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). 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. Learn and support the organization's software and hardware solutions. Perform hands-on troubleshooting and maintenance, including software upgrades, hardware installation, system configuration, and file backups. Assist with deploying and maintaining IT equipment. Ensure all systems are secure with appropriate antivirus and security solutions. Perform routine maintenance, including workstation and peripheral checks. Test fixes and follow up with users to confirm resolution. Create user-friendly help sheets and FAQ guides. Perform other duties as assigned. Position Requirements
Formal Education & Certification
College degree in Computer Science, Information Technology, or related fields preferred, not required. Candidates with a strong interest in IT and relevant certifications or coursework will also be considered. Industry certifications such as Microsoft (MCP/MCSA), Cisco (CCNA/CCNP), Fortinet (NSE 4 or higher), or ITIL are highly preferred, not required. Additional training or certification in networking, server administration, or cybersecurity preferred, not required. 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
Flexible weekday, weekend, and holiday hours are required. Occasional extended working hours. Ability to work in physically demanding environments, including walking on concrete, bending, crawling, and working at heights. Manual dexterity to operate tools, keyboards, and IT equipment. Ability to lift and transport moderately heavy objects, such as computers and peripherals. 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.