IT Help Desk Technician

 More Specific Responsibilities Include, But Are Not Limited To…

• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I
• Utilizes help desk procedures to document and resolve issues for end user requests.
• Participate with special events and game day support.
• Perform analysis, diagnosis, and resolution of desktop problems for end users, and recommend and implement corrective solutions.
• Assist with user access, creation, editing and troubleshooting in Active Directory and Google Workspace.
• Maintains inventory and is responsible for device imaging, new machine setup, PC refreshes and hardware replacements.
• Assist with hardware setup - desktop/laptop and monitor deployments for new hire and current staff.        
• Provide excellent day-to-day technical support for customers and executives.
• Resolve escalated requests on common IT services: Google Apps, OKTA, etc.
• Support Tier 2 on-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals.
• Diagnose and resolve client hardware problems/failures and escalate if/when appropriate following SLA processes. 
• Reviews current technical information pertaining to the operation of computers and peripheral equipment and software.
• Performs preventative maintenance and installs upgrades and options on various computer devices, workstation hardware, and software.
• Participates in developing documentation for systems administration procedures.
• Installs, tests, implements, and assists users with the implementation of new hardware, software, and applications.
• Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers
• Maintain detailed records of the user issues with software and hardware. These notes will help diagnose and repair complex issues and provide IT with data regarding recurring issues and problems reported by multiple users
• Strong work ethic, commitment to high standards.

We’d Love to Hear From People With….

• Bachelor's degree in computer science, computer information systems, information technology, or equivalent experience.
• 3-5 years of IT support experience with event support a plus.
• Strong understanding of networking (understanding of switches, ports, VLANs, VPN clients, wireless networking).
•  Strong understanding of GSuite and Atlassian products is a plus.
• Proficiency with a MAC and iOS devices
• Must possess strong analytical, written, and verbal communication skills.
• Ability to diagnose and resolve basic computer technical issues
• Strong work ethic and professionalism.
• Available on weekends and evenings for event and game day support
• Required to be added to a rotating weekly non-restrictive on-call schedule

Compensation: 

Salary: $67,000- $75,000

In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.