IT Generalist

**IT Generalist**

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 HALP Desk ticketing system to provide timely technical support and resolve user issues effectively.
- 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 management tasks based on deployments from O365, updating information in an Excel sheet or other designated system.
- Allocate approximately 80% of work time to hardware-related tasks and 20% to software-related tasks.
- Work with Microsoft tools to generate automatic workflow and improve efficiencies and simplify processes
- Expect to travel approximately 60% of the time to various sites for project implementation and technical support.

**Qualifications**:

- Proven experience in IT support and administration, with a focus on hardware systems, with at least 3 years
- Strong knowledge of hardware installation, setup, and troubleshooting, including store infrastructure, POS machines, networking, and laptops.
- Proficiency in using ticketing systems, such as HALP Desk, 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 documenting information in spreadsheets or similar tools 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.

**Salary**: $65,000.00-$70,000.00 per hour

**Benefits**:

- Extended health care
- Paid time off

Ability to commute/relocate:

- North York, ON M2N 0G3: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 3 years (preferred)

Work Location: In person