<p>Reports to: IT Deputy Director Class Code: 1382</p> <p>Pay grade: 105 FLSA: Exempt</p> <p>Hourly Wage: $29.95 - $35.94</p> <p>NATURE OF WORK</p> <p>The IT generalist handles a wide range of tasks, both administrative and technical. They serve as the first point of contact for customers who have scheduled appointments or need immediate service from the helpdesk. They assist with administrative tasks such as purchase reconciliation, supply ordering, and inventory management. Additionally, the generalist is the primary contact for supplying, configuring, and upgrading mobile phones and tablets provided to our customers.</p> <p>DISTINGUISHING FEATURES</p> <p>IT Generalist is expected to have a versatile skill set and a working knowledge of various IT areas, including but not limited to Microsoft Office Suite, 0365, software deployment, and basic network troubleshooting. Flexibility and adaptability are key, as the generalist often supports multiple departments and tasks simultaneously. This role works directly with the helpdesk team to assist and expedite customers' needs, creating helpdesk tickets, or assisting the customer directly. This role will also assist management in some administrative functions. Assist with reconciling purchase card statements, ordering and inventorying office supplies, and assisting non-employee visitors.</p> <p>This role is also primary support on deploying and upgrading mobile phones, and tablets utilized by city staff.</p> <p>ESSENTIAL FUNCTIONS (These essential duties are only illustrative.)</p> <p>Provides outstanding customer support to customers.</p> <p>Serves as the initial contact for all visitors to the Information Technology Department.</p> <p>Provides support and training to end-users on systems, applications, and tools.</p> <p>Updates and relay information to the Helpdesk Supervisor or other staff to assist customers with issue resolution.</p> <p>Troubleshoots and resolves hardware, software, and basic network issues.</p> <p>Provides administrative support to IT management for day-to-day business operations.</p> <p>Uses financial reporting software and other applications to assist with billing and purchasing needs.</p> <p>Schedules and plans various meetings to support the planning of IT projects.</p> <p>Assists with ordering and inventory management of supplies from various vendors.</p> <p>Works with a System Administrator or other IT team members to deploy, upgrade, and replace City-issued mobile phones and tablets.</p> <p>Schedules appointments with customers and complete the rollout of new mobile devices, including transferring data from existing devices and ensuring basic user functionality. This role will be supported by another team member who manages the City's Mobile Device Management (MDM) solution.</p> <p>All other duties as assigned.</p> <p>Maintains reasonable and predictable attendance.</p> <p>SUPERVISION RECEIVED</p> <p>Works under the supervision of the Information Technology Deputy Director or other administrative superior, who reviews work for the effectiveness of services provided, user satisfaction, and results achieved.</p> <p>SUPERVISION EXERCISED</p> <p>Supervision is not usually a responsibility of positions of this class. Functional direction may be exercised over other IT staff in connection with various activities. Employees may provide training, technical assistance and advice regarding assigned areas or to less experienced IT staff.</p> <p>WORKING CONDITIONS & PHYSICAL DEMANDS</p> <p>Work is essentially sedentary with occasional walking, standing, and bending. Some travel may be required. Work exposes the incumbent to a number of time-sensitive technical issues that require immediate resolution. Computer work requires manual dexterity. Installation or presentation work requires occasional lifting of computer units, monitors, printers and related equipment up to 50 pounds. May require on-call or after-hours availability in case of infrastructure failures or emergencies.</p> <p>SUCCESS FACTORS (KSAs)</p> <p>Exceptional customer service skills, with a focus on providing a positive user experience.</p> <p>Serves as the initial contact for customers, handling both scheduled appointments and urgent helpdesk requests.</p> <p>Strong communication and problem-solving skills to assist users directly with their needs.</p> <p>Ensuring that purchases are recorded and reconciled with financial data.</p> <p>Scheduling and coordinating various meetings for Information Technology staff.</p> <p>Assist with procurement of necessary supplies for IT operations.</p> <p>Keeping track of equipment and resources, ensuring accurate inventory records.</p> <p>Scheduling and deploying mobile devices such as cell phones and tablets.</p> <p>Ensuring customers data is transferred to new device and full functionality is tested.</p> <p>EDUCATION, TRAINING & EXPERIENCE</p> <p>Possession of a Bachelor's degree in computer science, information technology or a related field and four years of experience in the field of information technology; or any combination of education, training and experience that demonstrates the above listed knowledge, skills and abilities. Any satisfactory equivalent combination of experience and training which ensures the ability to perform the work may be substituted for the required experience.</p> <p>NECESSARY SPECIAL REQUIREMENTS</p> <p>Possession of a valid Illinois driver's license.</p> <p>Professional certification Criminal Justice Information Services (CJIS) is required within one (1) month of employment.</p> <p>Will require a national background check.</p> <p>Residency Requirement:</p> <p>All employees (except Police and Fire) shall reside anywhere in Winnebago County or anywhere within fifteen (15) miles of the Rockford City Hall within six (6) months of completion of their introductory period, department heads and City Administrator shall live within the municipal boundaries of the City of Rockford within six (6) months of their completion of their introductory period.</p> <p>Position : 000138201</p> <p>Type : INTERNAL & EXTERNAL</p> <p>Location : INFORMATION TECHNOLOGY</p> <p>Group : EXEMPT NON</p> <p>Job Class : IT GENERALIST</p> <p>Posting End : 03/20/2025</p> <p>Details : BENEFITS</p> <p>linkCopy Job Detail Link linkCopy Direct To Application Link'); return false;" id="Target">share</p>