What are the responsibilities and job description for the IT Generalist position at National American University?
Summary
The IT Generalist provides multi‑tier technical support (Tier 1–3) and administers key enterprise applications to ensure reliable operations across the university’s technology ecosystem. This position delivers daily end‑user support, performs technical troubleshooting, and assists with system configuration, user administration, documentation, and routine maintenance.
The role bridges traditional IT support with application administration to provide redundancy, load‑balancing, and continuity across IT operations, including SIS/CRM, LMS, and other administrative systems, in alignment with the mission and core values of the university.
Minimum Qualifications
Associate degree in Information Technology, Computer Science, or related field; bachelor’s preferred.
Three years of combined experience in IT support, systems administration, or application support (SIS/CRM/LMS or equivalent).
Experience supporting Windows operating systems, Microsoft 365, and general networked computing environments.
Experience configuring or supporting enterprise applications such as SIS, CRM, LMS, or similar systems.
Skills and Attributes
- Technical Support (Tier 1–3)
Provide first‑contact troubleshooting for hardware, software, and operating systems.
Escalate complex issues appropriately and serve as Tier 3 support for designated systems.
Configure and maintain workstations, peripherals, standard software, and updates.
Support virtual meeting platforms and telecommunications tools.
Assist with monitoring and resolving system alerts, workstation or server event logs, and performance issues. Perform routine maintenance, backups, and recovery procedures.
- Application Administration (SIS/CRM/LMS and Other Systems)
Assist with configuration, maintenance, and administration of enterprise applications, including SIS, CRM, LMS, and other academic/business systems.
Manage user accounts, profiles, permissions, and role assignments.
Support system managers and power users by providing technical guidance and issue resolution.
Perform data validation, list maintenance, and process troubleshooting within supported systems.
Document application workflows, procedures, and configuration standards.
- Cross-Functional Support & Collaboration
Serve as a backup for other team members and participate in cross-training to ensure continuity.
Participate in technology implementation projects, testing, and rollout plans.
Provide training and support to faculty, staff, and students on supported technologies.
Help maintain asset inventories, licensing records, and documentation repositories.
- Other Duties
Contribute to continuous improvement in IT processes and service delivery.
Perform other duties as assigned.
Required Work Hours
Forty hours per week, including possible evening or weekend work as needed. Scheduled work hours may change. Overtime may be required or permitted with prior approval.
Reporting and Supervisory Responsibilities
Reports to the VP of Information Systems and IT Operations.
This position has no supervisory responsibilities.
Physical Requirements
Must be able to speak, hear, see, read, write, type, reach, bend, and lift up to 40 pounds.
Travel
Occasional travel, including limited airline travel and overnight stays, may be required.
Classification
- FLSA: Nonexempt (recommended for mixed support/admin roles at this level)
- IPEDS: Computer, Engineering, and Science
Note: This position description does not list every activity, duty, and responsibility of the position and may be altered by the university at any time.