IT Technician-NonEx

Churchill Downs-posted 3 months ago

Salem, NH

5,001-10,000 employees

Amusement, Gambling, and Recreation Industries

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The IT Technician plays a crucial role in providing user support and working with the Corp IT Teams to provide customer-focused technical assistance for computer hardware and software, mobile devices, and other tools and products. This role will support internal clients, thoroughly document problems and steps to resolution, and aid in the creation of processes and procedures that help improve user experience. The IT Technician will direct unresolved issues to the next level support personnel but continue to follow up with customers and support personnel until resolution.

Maintain and support all property-wide user-based computer applications, upgrades, and security by serving as the first point of contact for end-users seeking assistance by phone, email, or in-person
Monitor, respond to, resolve, and accurately document tickets within the Enterprise HelpDesk Service tool
Take ownership of requests, follow through, and follow up even after transferring requests to others while regularly updating users on their status and tracking progress
Document issues, steps taken, and resolution
Ensure client satisfaction of the resolution provided
Help enable users to solve their own problems through training and publishing self-service tools
Resolve general application and hardware issues, i.e. Password Resets, Business Applications (e.g., Gaming Applications, Hotel Systems, Marketing Kiosks and POS systems, etc.), Hardware Support/replacement
Perform local and remote troubleshooting through diagnostic techniques
Recognize and report trending issues to help resolve root causes before they become more widespread
Identify and suggest possible improvements to existing procedures based on feedback or expertise
Create documentation for both users and other support personnel
Install, test, and configure new workstations, printers, related peripheral equipment, and software
Perform routine maintenance tasks on IT environments, such as reboots for patch management as directed by Corp IT Teams
Perform onboarding/offboarding tasks
Participate in after-hours on-call rotation for critical issues impacting the business at large, as applicable
Ensure computing systems are operating in compliance with the regulatory environments and CDI IT Standard Security and Operating Policy and Procedures
Communicate timely and effectively between the corporate IT team and all property IT staff
Embrace the opportunity for growth and learning through additional duties as assigned, a chance to expand your skills and knowledge in the dynamic field of Information Technology
Perform other duties as assigned

Flexibility to support a 24/7 365 information systems environment, as applicable
Ability to communicate effectively with the team, corporate employees of different technical expertise, and all levels of management
Ability to resolve customer problems and escalate further as appropriate according to Company procedures
Maintain professionalism at all times, assertiveness and accountability, good timekeeping, and flexibility
Excellent written and verbal communication skills (English)
Customer-oriented approach
Ability to work independently and as a team
Ability to absorb and document new knowledge quickly
Comfortable switching tasks quickly in a fast-paced environment

Associate degree in Information Technology or related field; may substitute equivalent experience and or certifications for the educational requirement
Minimum two years of experience in supporting, troubleshooting, and maintaining IT Systems
Knowledge of PC Setup and Deployment
Active Directory - Account creation and memberships
Security Permissions Management
Hardware knowledge of both Mac and PC equipment
Ability to perform primary PC and network troubleshooting
Fundamental knowledge and understanding of basic networking technology
Experience with Microsoft 365, AD, and Windows/MacOS

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