Title:  Help Desk Analyst

JOB SUMMARY

The IT Service Desk Analyst works as part of the End User Productivity team, a dedicated group of first and second tier responders committed to delivering exemplary customer support, troubleshooting, and proficient management of IT Service Management Requests and Incidents for Churchill Downs Inc (CDI). This position requires professionalism, excellent communication skills, and a technical support background.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•    Responsible for assisting end users with questions about supported technology platforms
•    Diagnose and resolve technical hardware and software issues
•    Maintain hardware accountability and inventory
•    Develop, maintain, and deploy standard PC image
•    Ensure applicable virus and malware protection
•    Deploy user equipment and install/configure software
•    Perform applicable Active Directory account administration
•    Document and publish resolutions as part of ITSM Knowledge Management
•    Create, edit and maintain IT knowledge base articles and support documentation.
•    Follow standard processes and procedures including escalation and compliance
•    Stay current and informed with system statuses, changes, and updates
•    Travel may be required (less than 10-15%) depending on need. Subject to change

REGULATORY

Ability to obtain racing and/or gaming licenses as required in any jurisdiction where CDI operates. The Gaming industry is highly regulated and as such demands an extensive background check to obtain a license.

EDUCATION AND EXPERIENCE

• 1+ years in a help desk and/or client-side position supporting client device deployments.
• Demonstrated proficiency in:
  • PC Hardware and Peripherals (A+ related)
  • Windows OS (10/11)
  • Microsoft Office/O365 (2019/2022
• Desktop Imaging
• Patch & Update Management
• Active Directory Management

REQUIRED SKILLS

• Excellent verbal and written communication skills
• Relevant industry-leading ticketing system application(s)
• Microsoft System Center Configuration Manager, Tanium, Ivanti, Service Now, or other equivalent software configuration management applications
• EDR and Endpoint Protection
• Backup and Recovery product suites
• ITIL knowledge or certification – Experience in one or more domains: Incident, Request, Change, Knowledge, and Problem.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Extended periods of sitting at a desk and working on a computer.
• Regular use of a keyboard and mouse for typing and navigating software.
• Viewing a computer screen for prolonged periods.
• Ability to manipulate paperwork, including filing, sorting, and organizing.
• Moving within the office environment to attend meetings, use office equipment, or interact with colleagues.
• Occasional lifting of office supplies or paperwork
• Speaking and listening to colleagues and clients in person, over the phone, or via video conferencing.
• Working in a climate-controlled office environment with moderate noise levels.
• Performing repetitive tasks such as data entry or document preparation.
• Working under artificial lighting conditions typical of an office environment, which may include fluorescent or LED lighting