Northfield Park Racino · 16 hours ago
IT Support Generalist / Help Desk
Northfield, OH
Full-time
Onsite
Entry Level
1+ years expNorthfield Park Racino is a casino and racetrack that is seeking an IT Support Generalist – Help Desk to provide first-level technical support across various operations. This role involves troubleshooting hardware and software issues, managing user support requests, and ensuring compliance with regulatory technology requirements in a 24/7 gaming environment.
Gambling & Casinos
Responsibilities
Provides frontline technical support for all hardware, software, network, and system issues for casino, racetrack, and administrative users
Logs, tracks, and documents all support requests through the IT ticketing system, ensuring timely resolution and communication
Troubleshoots desktop computers, laptops, printers, phones, POS terminals, gaming floor workstations, and supported peripheral equipment
Assists with user account administration, password resets, access permissions, and basic identity management tasks
Supports installation, configuration, and maintenance of approved applications and operating system updates
Escalates advanced or unresolved issues to senior IT staff or specialized infrastructure/security teams as required
Provides on-site support for gaming floor, back-of-house, cage, count room, racetrack operations, sportsbook (if applicable), and administrative offices
Assists with maintaining IT asset inventories including workstations, monitors, mobile devices, radios, and accessories
Supports troubleshooting of connectivity and Wi-Fi issues for operational systems and staff devices
Ensures compliance with internal controls, gaming regulatory requirements, PCI-DSS standards, and property-level security policies
Assists with physical setup of new workstations, office moves, user relocations, and equipment replacement cycles
Documents recurring issues and recommends improvements to reduce downtime and enhance user experience
Supports IT team with projects, upgrades, and system deployments as assigned
Provides exceptional customer service, maintaining professionalism and communication throughout the support process
Performs other duties as assigned
Qualification
Required
Must be at least 21 years of age
One or more years of technical support experience; casino or racetrack environment preferred
Strong knowledge of Windows operating systems, common applications, and basic networking concepts
Excellent customer service, communication, and critical thinking skills
Ability to prioritize and manage multiple tasks in a fast-paced environment
Ability to maintain confidentiality and adhere to security protocols
Ability to communicate on the telephone (hearing)
Ability to understand technical manuals
Ability to speak English
Ability to work amicably with co-workers
Ability to write legibly in English
Ability to learn tasks in a reasonable amount of time
Ability to read instructions and numbers in English
Ability to follow supervisor's instructions
Ability to complete tasks with numerous interruptions
Regular attendance at meetings with both internal team members and external parties as appropriate, which may include enclosed office spaces and/or outdoor field site locations
Preferred
One or more years of technical support experience; casino or racetrack environment preferred
CompTIA A+, Network+, or equivalent experience preferred
Familiarity with casino systems (CMS), racetrack systems, POS, surveillance terminals, and financial platforms preferred
Company
Northfield Park Racino
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase