Service Desk Support Specialist

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.
• Maintain reliable technology services and drive service improvements across all NYRA locations through technical skill, precision, and clear communication.

Qualifications

• A High School Diploma or GED is 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 is 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.