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