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Service Desk Support Specialist

  • Aqueduct (Ozone Park), New York
  • Information Technology
  • Temporary Full Time

Title: Service Desk Support Specialist

Employee Status: Temporary Full Time

Work From Home Option: Not Applicable

FLSA Status: Non-Exempt

Job Overview:

As a Service Desk Specialist you will be responsible for answering, evaluating and prioritizing incoming telephone, voice mail, Live Chat, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies. Working on a collaborative, customer focused team, you will work to resolve issues in a timely fashion while providing top-notch technical support.  

Essential Functions:

  • Proactively follow up with users, track, and monitor all open/pending Help Desk tickets.
  • Log and track calls using problem management database and maintain history records and related problem documentation.
  • Use technical, analytical expertise and knowledge of systems to resolve problems internally or through outside vendors and escalate issues as appropriate to Information Systems management.
  • Develop effective lines of communication with front/back-office users and Information Systems; have effective use of support tools and processes: e.g. monitoring, e-mails, and Helpdesk tracking system.
  • Act promptly to address client needs upon understanding their expectations, constraints and concerns.
  • Understand and respond appropriately to the needs of clients who are encountering systems difficulties related to software or hardware/ infrastructure maintaining; transparency with timely & accurate feedback.
  • Install personal computers, software, and peripheral equipment.
  • Provision of on-site applications support to users within different business units.
  • Determine whether problem is caused by hardware such as modem, printer or software, etc.
  • Provide comments on all assigned Service Desk tickets.
  • Utilize all available information tools to resolve issues.
  • Escalate all service issues to the next shift or manager prior to scheduled time out of office.
  • Other projects as assigned.

Qualifications:

  • Associate's Degree in Computer Science/or Equivalent.
  • 1 to 3 years of experience.
  • Strong working knowledge of Microsoft and Mac Desktop Operating Systems and hardware requirements.
  • Strong communicator with the ability to explain technical concepts to partners, customers and users that aren’t tech savvy.
  • Strong/proven client facing skills.
  • Ability to work a racing schedule: Wednesday to Sunday with some holidays and to relocate to Saratoga Springs for the summer. A travel stipend is provided for this purpose. 

Summary of Physical Requirements and Work Environment:

While this is primarily a sedentary role, there are physical requirements when assisting users which may require being outdoors and bending, kneeling, and lifting. This is 100% on-site. 

Pay Range / Salary: $23.00 - $25.64

Note: This is a three-month temporary assignment and the qualified candidate will work 100% on-site from Wednesday to Sunday. 

 

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Winning the Race at NYRA:

Value Each Other: You are united with your teammates in delivering the best experience to all of NYRA’s employees, vendors, guests and horsemen.

Achieve Excellence: You possess a lively and keen interest in what you do; and display excitement and eagerness in doing your job well. You are passionate about NYRA and your role here; and seek additional responsibilities and opportunities that support organizational goals and stretch personal capabilities.

Self-management: You prioritize plans and schedules effectively; and allocate resources to meet objectives by specified target dates. You value time and work effectively and efficiently; and are able to balance changing priorities. You display role-model behavior at all times, keeping in mind that what say and do reflects on our team and on NYRA.

Effective Communications: You get to the point quickly and succinctly and make complicated concepts clear to others. You are an exceptional listener, even in stressful situations, and display an acute sense of the right thing to say in various scenarios.

About Us:

With a lineage of nearly 150 years, The New York Racing Association (NYRA) serves as the cornerstone of New York State's thoroughbred industry at three major tracks (Aqueduct Racetrack, Belmont Park, and Saratoga Race Course). The industry contributes more than $3 billion annually to its urban, suburban, and rural economy. NYRA also offers a variety of exciting career opportunities – on and off the track. From Finance to Facilities, Turf to Technology, in all departments we are stewards of our sport. Join our talented team of professionals.

NYRA is committed to equal employment opportunity and to compliance with federal, state, and local anti - discrimination laws. NYRA values diversity and complies with New York State and New York City law, which prohibits discrimination and harassment against any employee, applicant for employment, or intern based on race, age, color, religion, sex (including pregnancy, childbirth or related medical conditions, gender identity / expression and transgender status), national origin or ancestry, citizenship, physical or mental disability, genetic information (including predisposing genetic characteristics), age (18-years-of-age & up), veteran status, military status, sexual orientation, marital status, familial status, caregiver status, partnership status, unemployment status, certain arrest or conviction records and domestic or sexual violence victim status. NYRA does not tolerate discrimination or harassment based on an employee’s membership in one or more of these protected categories, an employee’s known relationship or association with a member of one or more of these protected categories, or any other characteristic protected by applicable federal, state, or local law. 

Visit us at NYRA.com to learn more!

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The New York Racing Association, Inc. (NYRA) holds the exclusive franchise to conduct thoroughbred racing at Aqueduct Racetrack, Belmont Park and Saratoga Race Course. NYRA tracks are the cornerstone of New York State’s horse racing industry, which is responsible for 19,000 jobs and more than $3 billion in annual economic impact.