Job Description
Job Title: IT Service Desk Analyst Department: IT Operations Reports To: IT Service Desk Manager FLSA Status: Non-Exempt Located In: Louisville, KY Travel: 10%-15% as needed Supervises: No 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
CHURCHILL DOWNS INCORPORATED Churchill Downs Incorporated is an industry-leading racing, online wagering and gaming entertainment company anchored by our iconic flagship event - The Kentucky Derby. We own and operate Derby City Gaming, a historical racing machine facility in Louisville, Kentucky. We also own and operate the largest online horse racing wagering platform in the U.S., Twinspires.com. We are also a leader in brick-and-mortar casino gaming with approximately 11,000 slot machines and video lottery terminals and 200 table games in eight states. Apply today!
Work With Us 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.
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