The New York Racing Association · 8 hours ago
Service Desk Support Specialist
Saratoga Springs, NY
Full-time
Onsite
Entry Level
$26.95/hr - $35/hr
1+ years expThe New York Racing Association is seeking a Service Desk Support Specialist who is responsible for ensuring the seamless operation of their technology environment. This role provides Tier 1 support for end users, addressing hardware, software, network, and mobile device issues while maintaining high service standards.
AssociationEquestrianNon ProfitSports
Responsibilities
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
Qualification
Required
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
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
Preferred
an associate's degree in information technology, Computer Science, or a related field is preferred
CompTIA A+ certification preferred; Network+ or other relevant IT certifications are a strong plus
Company
The New York Racing Association
The New York Racing Association is a nonprofit organization that manages and operates thoroughbred horse racing tracks in New York.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Katie Keenan
SVP, Chief Experience Officer (CXO)
Recent News
Business Wire
2025-10-25
Sports Business Journal
2025-10-16
Company data provided by crunchbase