Title:  IT Technician-NonEx

JOB SUMMARY

Churchill Downs, Inc. believes in fostering a supportive work environment where every team member's contribution is valued. As an IT Technician, you will play 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 Technician will direct unresolved issues to the next level support personnel but continue to follow up with customers and support personnel until resolution.

ABOUT CHURCHILL DOWNS INC.

Headquartered in Louisville, Kentucky, Churchill Downs Incorporated has expanded through the development of live and historical racing entertainment venues, the growth of the TwinSpires horse racing online wagering business and the operation and development of regional casino gaming properties. Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

ABOUT OXFORD CASINO HOTEL AND SPORTSBOOK

Oxford Casino, located in Oxford, Maine, is indeed part of Churchill Downs Incorporated and has seen significant growth since it opened in 2012. The casino boasts a variety of gaming options, including over 20 table games, nearly 1,000 slot machines and a sportsbook, providing a wide range of entertainment choices for visitors. It also offers 107 hotel rooms and 2 restaurants, making it a destination for both gaming and accommodations.

The core values of the casino- safety, cleanliness, compliance, and friendliness- are important principles that reflect the commitment to creating a positive experience for team members. With these guiding principles, Oxford Casino Hotel and Sportsbook aims to continue learning, growing, and improving. We hope that you are the person to join our team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintains and supports 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
  • Monitors, responds to, resolves, and accurately documents 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

ESSENTIAL DUTIES AND RESPONSIBILTIES CONT.

• 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

• Ensures computing systems are operating in compliance with the regulatory environments and CDI IT Standard Security and Operating Policy and Procedures
• Responsible for timely and complete communications 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.

EDUCATION AND EXPERIENCE

• 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 the following is required
  • 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

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee may be required to lift and/or move up to 25 pounds.
• The employee may be required to work long hours, including nights, weekends, and holidays.
• The noise level in the work environment is usually moderate to loud.
• The employee may be exposed to smoke when on the floor of the gaming room.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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