What are the responsibilities and job description for the Service Desk Support Specialist position at The New York Racing Association?
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
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
Salary : $23 - $26
