The New York Racing Association, Inc.

  • Tech Support Analyst

    Job Locations US-NY-Ozone Park
    ID
    2018-1742
    Track
    Aqueduct Racetrack (only)
    Position Type
    Full-Time Regular
  • Job Overview

    The Technical Support Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

    Responsibilities

    Strategy & Planning

    • Alert management to emerging trends in incidents.

     

    Acquisition & Deployment

    • Deploy software using distribution tools and processes as requested by end users.

     

    Operational Management

    • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
    • Build rapport and elicit problem details from service desk customers.
    • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
    • Escalate incidents with accurate documentation to suitable technician, when required.
    • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
    • Use remote tools and diagnostic utilities to aid in troubleshooting.
    • Research solutions through internal and external knowledgebase as needed.
    • Identify and learn appropriate software and hardware used and supported by the organization.
    • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    • Test fixes to ensure an incident has been adequately resolved.
    • Develop help sheets and FAQ lists for end users.
    • Contribute to technician knowledgebase as needed
    • Reinforce SLAs to manage end-user expectations.
    • Provide suggestions for continual improvement.

     

    Ensures that business units understand, incorporate and follow NYRA’s Shared Values and the following Supporting Behaviors:

    1. Values Others
    2. Achieves Excellence
    3. Enhances the Guest Experience
    4. Demonstrates Business Knowledge

     

    Qualifications

    • Education High School Degree or equivalent
    • Experience:  At least one year experience with desktop and server operating systems
    • A+ and Network+ preferred.
    • Knowledge of basic computer hardware.
    • Extensive application support experience with O365, Adobe DC, Box

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