Service Desk Support Specialist
- On-Site, New York
- Racing
- Regular Full Time
Title: Service Desk Support Specialist
Employee Status: Regular Full Time
Work From Home Option: Not Applicable
FLSA Status: Non-Exempt
Job Overview:
Highly skilled, customer focused and detailed oriented Technology Service Desk Support Specialist. This role is critical to ensuring seamless operation of our technology environment, providing end user support, and management of IT assets effectively. Candidate must have knowledge of ITIL processes, expertise in Service Desk operations, and the technical proficiency to build troubleshoot and support desktop/laptops and mobile devices.
Respond, evaluate and priorities users request for assistance via ticketing system involving hardware, software, networking, mobile devices, telephone, voice mail, Live Chat, e-mail and other computer-related technologies.
Provide project management support for the development/installation of new systems, as well as training to end users.
Essential Functions:
Provide Tier 1 support for all IT related issues and requests with exceptional customer service.
Diagnose and resolve hardware, software and network issues for end users in a timely manner adhering to established SLA’s.
Escalate complex issues to appropriate teams/Tier2 support following established SLA.
Maintain accurate records of incidents and requests utilizing IT Service management tools.
Work closely with all teams to resolve complex issues.
Validate ticket details, department urgency, ticket prioritization, utilizing internal/external resources to resolve reported issues/requests.
Build, configure, and deploy computers, install OS, applications, drivers and hot fixes and related peripherals for end user.
Troubleshoot and repair hardware issues and coordinate warranty repairs with vendors.
Adhere to ITIL best practices for incident and change management processes.
Identify opportunities for process improvements to enhance service delivery.
Contribute to development and maintenance of NYRA knowledge base and user documentation.
Work with vendors to procure hardware/software, resolve issues and warranty management. Coordinate with third party support teams for advanced resolution services.
Maintain accurate inventory of IT assets including tracking and documentation of all equipment lifecycle.
Manage, deploy, retrieve and decommission all IT assets ensuring compliance with asset assets management policies, process and procedures.
Administrate user accounts, license, subscriptions, on/off-site applications etc.…
Participate in project execution/installation and support as assigned.
Maintain positive relationship with users, management and vendors.
Qualifications:
Education (minimum): Associate degree in computer science/or equivalent
Experience: 2 to 5 years of technical support experience or equivalent.
Other Requirements:
CompTIA A+ and Network+ certification a plus
• Ability to work fully on site and to travel to all three NYRA racetracks. (Belmont - Long Island / Aqueduct -Queens N.Y. / Saratoga – Springs N.Y.). Flexible work schedule required based on season. (Near future Belmont - Long Island / Saratoga – Springs N.Y.)
Knowledge Required:
• Thorough Hands-on experience building, configuring and troubleshooting personal computers, mobile devices, applications and operating systems.
• Strong attention to detail with good written and verbal skills.
• Basic understanding of ITIL frameworks and processes (certification preferred)
• Proven experience in a technology service desk or IT support role.
• Proficiency with Windows, Apple IOS and mobile devices as well as common enterprise software.
• Basic knowledge networking concepts (e.g., TCP/IP, DNS, DHCP.)
• Monitor real-time alerts for maintenance. Proactive to issues and not reactive.
• Familiarity with IT service management (ITSM) tools such as Samanage, ServiceDesk Plus or similar.
• Excellent communication/interpersonal skills to assist non-technical users.
• Strong knowledge of Active Directory, Microsoft 365, Communications/Meeting Tools (Teams/Zoom), Remote access management tools and endpoint management tools.
Summary of Physical Requirements and Work Environment:
Involves a lot of moving around.
Pay Range / Salary: $24-$26.5
Sign up for job alerts!
Thank you
Similar Jobs
Security Supervisor
493110 Aqueduct (Ozone Park) New York United States Aqueduct Road, Aqueduct (Ozone Park), New York, United States Security Security Regular Full TimeHR Analyst
493215 Aqueduct (Ozone Park) New York United States Aqueduct Road, Aqueduct (Ozone Park), New York, United States Human Resources Human Resources Regular Full TimeNYRA Competencies:
Elevates Everyone’s Experience through meaningful interactions and communication. And, by treating each other with respect and consistently displaying value and appreciation for the contributions of others.
Advances a Culture of Safety and Integrity by acting in the organization’s best interest, adhering to all policies, and upholding ethical standards.
Innovates and adapts by seeking feedback to improve performance, introducing new ideas and solutions to advance the organization.
Shows Pride of Ownership by being accountable for your role and responsibilities, mentoring colleagues, maintaining transparency in all interactions, and sharing your success with everyone involved.
Achieves Excellence by delivering your best effort, demonstrating exceptional leadership attributes, and persevering through challenges.
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!
Ready to Apply?
Thank you
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.
