Title: Service Desk Support Specialist

Employee Status: Regular Full Time

Work From Home Option: Not Applicable

FLSA Status: Non-Exempt

Job Overview:

The Service Desk Support Specialist conducts routine tasks for the Service Desk Support team, following established processes under general supervision to ensure accuracy, timeliness, and quality of work. The Service Desk Support Specialist is a highly skilled, customer focused technical professional responsible for ensuring the seamless operation of NYRA’s technology environment. This role provides Tier 1 support for end users, delivering timely resolution of hardware, software, network, and mobile device issues while maintaining exceptional service standards. The Specialist plays a key role in IT asset management, system deployment, incident handling, and supporting ITIL aligned processes. This role maintains reliable technology services and drives service improvements across all NYRA locations through technical skill, precision, and clear communication.

Essential Functions:

• Contributes to completion of tasks for the support function of the Service Desk Support team, and follows routine administrative processes to ensure accuracy, timeliness, and quality of deliverables.
• Provide Tier 1 technical support for desktops, laptops, mobile devices, peripherals, and standard business applications.
• Troubleshoot and resolve incidents via phone, in person, remote access tools, and the IT Service Management (ITSM) ticketing system.
• Escalate complex issues to Tier 2/Tier 3 support teams in accordance with established procedures.
• Document all incidents, troubleshooting steps, and resolutions accurately within the ITSM platform.
• Monitor and manage the Service Desk ticket queue, prioritizing requests based on impact and urgency.
• Ensure all tickets adhere to established Service Level Agreements (SLAs).
• Provide exceptional customer service, ensuring timely communication and follow-up with end users.
• Support onboarding and offboarding processes including account setup, equipment preparation, and access provisioning.
• Create, modify, and disable user accounts within Active Directory, Microsoft 365, and other enterprise applications.
• Assist with password resets, MFA enrollment, account permissions, and access troubleshooting.
• Support standard operating procedures related to access control, security, and compliance.
• Deploy, configure, image, and maintain desktops, laptops, tablets, and mobile devices.
• Maintain accurate inventory of IT assets throughout their lifecycle, including assignment, tracking, repairs, and decommissioning.
• Install, update, and configure business applications according to IT standards and policy.
• Assist in coordinating hardware replacements, warranty repairs, and vendor service requests.
• Provide support for conference room A/V systems, printers, scanners, and other workplace technologies.
• Assist with IT projects including system upgrades, technology rollouts, and seasonal operational setups.
  
• Support onsite technology needs across NYRA locations, including Belmont Park and Saratoga Racecourse.
  
• Maintain and update knowledge base articles, SOPs, and user support documentation.
• Identify recurring issues and recommend improvements to enhance Service Desk operations.
• Participate in problem management and contribute to root cause analysis efforts.
• Follow cybersecurity best practices and ensure proper handling of sensitive or regulated information.
• Adhere to ITIL aligned service management processes and organizational policies.
• Ensure compliance with established change control, security, and data protection standards.

Qualifications:

• High School Diploma or GED required; an associate’s degree in information technology, Computer Science, or a related field is preferred.
• Minimum of 1–2 years of experience in IT support, help desk operations, or technical customer service.
• CompTIA A+ certification preferred; Network+ or other relevant IT certifications are a strong plus.
• Experience supporting Windows operating systems, Microsoft 365 applications, and standard business software.
• Familiarity with IT Service Management (ITSM) tools and ticketing systems.
• Basic understanding of networking fundamentals, cybersecurity best practices, and user account administration.
• Strong communication, customer service, and problem‑solving abilities.
• Ability to work onsite across NYRA locations, including Belmont Park and Saratoga Racecourse during seasonal operational periods.
  

Summary of Physical Requirements and Work Environment:

The Service Desk Specialist role is primarily sedentary and performed in an office or office-like environment with no special physical demands required. The position involves extended periods of sitting with intermittent standing and walking, as well as occasional bending, reaching, and other routine movements typical of a professional workplace.

The role requires regular hand manipulation, including daily typing and repetitive hand movements while working on a computer. Occasional lifting (from 30-50 lbs.) may be required.

The work environment does not typically expose the employee to hazardous conditions. There is minimal exposure to environmental hazards such as moving mechanical parts, fumes, extreme weather, or high-risk work areas.

Pay Range / Salary: $24.03-$32.44 per hour