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 are less technical. 
• Strong/proven client facing skills.
• Ability to work a racing schedule: Wednesday to Sunday with some holidays and to travel to Aqueduct Racetrack and Belmont Park as required. 

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. This is 100% on site in Saratoga Springs, NY. 

Pay Range / Salary: $23.07 - $25.64 per hour