Churchill Downs Incorporated
IT Service Desk Analyst
Churchill Downs Incorporated, Louisville, Kentucky, us, 40201
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 include the following:
Responsible for assisting end users with questions about supported technology platformsDiagnose and resolve technical hardware and software issuesMaintain hardware accountability and inventoryDevelop, maintain, and deploy standard PC imageEnsure applicable virus and malware protectionDeploy user equipment and install/configure softwarePerform applicable Active Directory account administrationDocument and publish resolutions as part of ITSM Knowledge ManagementCreate, edit, and maintain IT knowledge base articles and support documentationFollow standard processes and procedures including escalation and complianceStay current and informed with system statuses, changes, and updatesTravel may be required (less than 10-15%) depending on need. Subject to changeEDUCATION 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 ImagingPatch & Update ManagementActive Directory ManagementDESIRED QUALIFICATIONS:
Excellent verbal and written communication skillsRelevant industry-leading ticketing system application(s)Microsoft System Center Configuration Manager, Tanium, Ivanti, Service Now, or other equivalent software configuration management applicationsEDR and Endpoint ProtectionBackup and Recovery product suitesITIL knowledge or certification - Experience in one or more domains: Incident, Request, Change, Knowledge and Problem.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.
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 include the following:
Responsible for assisting end users with questions about supported technology platformsDiagnose and resolve technical hardware and software issuesMaintain hardware accountability and inventoryDevelop, maintain, and deploy standard PC imageEnsure applicable virus and malware protectionDeploy user equipment and install/configure softwarePerform applicable Active Directory account administrationDocument and publish resolutions as part of ITSM Knowledge ManagementCreate, edit, and maintain IT knowledge base articles and support documentationFollow standard processes and procedures including escalation and complianceStay current and informed with system statuses, changes, and updatesTravel may be required (less than 10-15%) depending on need. Subject to changeEDUCATION 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 ImagingPatch & Update ManagementActive Directory ManagementDESIRED QUALIFICATIONS:
Excellent verbal and written communication skillsRelevant industry-leading ticketing system application(s)Microsoft System Center Configuration Manager, Tanium, Ivanti, Service Now, or other equivalent software configuration management applicationsEDR and Endpoint ProtectionBackup and Recovery product suitesITIL knowledge or certification - Experience in one or more domains: Incident, Request, Change, Knowledge and Problem.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.