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:
Proactively follow up with users, track, and monitor all open/pending Help Desk tickets;
Logs and tracks calls using problem management database, and maintains 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;
Responsible for being responsive: 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;
Installs personal computers, software, and peripheral equipment;
Provision of on-site applications support to users within different business units;
Determines 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;
Timely reporting to shift;
Escalate all service issues to next shift or manager prior to scheduled time out of office;
Other projects as assigned.
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 maintains 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 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
CompTIA A+ and Network+ certifications a plus
Other Requirements: CompTIA A+ and Network+ certifications a plus
Summary of Physical Requirements and Work Environment:
While this is mostly a sedentary role, there are physical requirements when assisting users which may require being outdoors and bending, kneeling and lifting.
Pay Range / Salary: $23.07 - $25.64
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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.
