The IT Generalist_ will assist the VP, Information Technology and respective team with projects and administrative duties (both daily and long-term projects).
Support current Information Technology Goals related to:
Successfully supporting significant business goals
Ensuring information technology services are efficient and effective
Strengthening the reliability and security of Ryman Hospitality Properties’ data and intellectual assets
Providing a high level of service to internal customers
Maintaining a positive team environment
Receives and tracks initial trouble calls for IT issues from employee
Ensures proper routing of request for timely resolution
Uses remote control tools to resolve problems
Provides initial advice and assistance to users and provides follow-up when required
Minimizes delays and potentially unproductive user time
Exercises exceptional quality of customer service and adheres to company guidelines
Documents and maintains recording system for all incoming calls
Assures information integrity through effective logging of problem description, steps to resolution, and appropriate resolution coding
Provides tracking mechanism for evaluation and awareness of problem areas
Creates and shares documentation in appropriate formats and locations
Follows security policy in identifying legitimate password reset requests
Works closely with Desktop Support and other entities within IT to provide a timely and effective resolution to incoming calls
Utilizes appropriate network administration, remote control and knowledge resources for problem resolution
Provides input to knowledge management personnel for online documentation of common solutions
Resolves desktop and system based application problem and performs troubleshooting of pc hardware, printers, network cabling and operating system configuration
Identifies problematic issues through Help Desk software and support system reports. Perform root cause analysis and work to prevent issues from occurring. Recognizes potential future business problems that may affect productivity and alerts system owner.
Review and update help desk knowledgebase content to repository.
Assist with service desk, desktop management, server management, information security management, vendor management, network maintenance, telephony management, security monitoring, & business application support.
Perform other duties as assigned and requested.
High school diploma or equivalent. College graduate with IT related degree preferred
Open to learning
Independent / self-sufficient
Open to and able to generate new ideas
Able to create professional documentation / visuals /diagram
Able to self-organize and efficiently & effectively
Understands basic financial concepts
Familiar with Agile/Scrum
Minimum 6 month prior IT experience, preferably in a support or service desk role