At Northfield Park, the Support Generalist – Help Desk is responsible for providing first-level technical support to team members across the casino, racetrack, and non-gaming operations. This position handles user support requests, resolves common hardware and software issues, performs basic system administration tasks, and ensures timely escalation of complex incidents to senior IT staff. The role supports a 24/7 gaming environment and requires excellent customer service, attention to detail, and adherence to internal controls and regulatory technology requirements.

ESSENTIAL JOB FUNCTIONS/DUTIES:

List duties in order of time spent or importance. Essential duties and tasks that must be performed with or without reasonable accommodation.

• Provides frontline technical support for all hardware, software, network, and system issues for casino, racetrack, and administrative users.
• Logs, tracks, and documents all support requests through the IT ticketing system, ensuring timely resolution and communication.
• Troubleshoots desktop computers, laptops, printers, phones, POS terminals, gaming floor workstations, and supported peripheral equipment.
• Assists with user account administration, password resets, access permissions, and basic identity management tasks.
• Supports installation, configuration, and maintenance of approved applications and operating system updates.
• Escalates advanced or unresolved issues to senior IT staff or specialized infrastructure/security teams as required.
• Provides on-site support for gaming floor, back-of-house, cage, count room, racetrack operations, sportsbook (if applicable), and administrative offices.
• Assists with maintaining IT asset inventories including workstations, monitors, mobile devices, radios, and accessories.
• Supports troubleshooting of connectivity and Wi-Fi issues for operational systems and staff devices.
• Ensures compliance with internal controls, gaming regulatory requirements, PCI-DSS standards, and property-level security policies.
• Assists with physical setup of new workstations, office moves, user relocations, and equipment replacement cycles.
• Documents recurring issues and recommends improvements to reduce downtime and enhance user experience.
• Supports IT team with projects, upgrades, and system deployments as assigned.
• Provides exceptional customer service, maintaining professionalism and communication throughout the support process.
• Performs other duties as assigned.

JOB SPECIFICATIONS:

Education, experience, skills required, equipment used.

• Must be at least 21 years of age.
• One or more years of technical support experience; casino or racetrack environment preferred.
• CompTIA A+, Network+, or equivalent experience preferred.
• Strong knowledge of Windows operating systems, common applications, and basic networking concepts.
• Familiarity with casino systems (CMS), racetrack systems, POS, surveillance terminals, and financial platforms preferred.
• Excellent customer service, communication, and critical thinking skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to maintain confidentiality and adhere to security protocols.

CERTIFICATION REQUIREMENTS:

Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? N/A

Gaming License Required? TBD                                     

Other Certifications? TBD

Note: This list of duties and responsibilities is not intended to be all-inclusive. It may be expanded to include other duties and responsibilities that management may deem necessary from time to time.

The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.

PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS of the position with or without accommodation. Indicate the type of physical effort which is essential to the successful performance of this job: (Check all that apply)

• standing
• lifting 20 lbs 
• observing 
• turning
• walking 
• bending/stooping 
• carrying 20 lbs 
• balancing 
• sitting 
• pushing 20 lbs 
• kneeling 
• hearing
• climbing 
• reaching 
• pulling 20 lbs 
• stretching 

Indicate any other requirements which are essential to the successful performance of this job:  

• Ability to communicate on the telephone (hearing) 
• Ability to understand technical manuals
• Ability to speak English 
• Ability to work amicably with co-workers
• Ability to write legibly in English 
• Ability to learn tasks in a reasonable amount of time
• Ability to read instructions and numbers in English 
• Ability to follow supervisor's instructions 
• Ability to complete tasks with numerous interruptions 
• Regular attendance at meetings with both internal team members and external parties as appropriate, which may include enclosed office spaces and/or outdoor field site locations. Supervisor positions may include conducting and leading meetings.

Please note this section is for the sole purpose of complying with the ADAAA " Americans with Disabilities Act Amendments Act" and is not to be construed to include all team members employed in each job classification. The Employer reserves the right to change the requirements of each job as changes in business and/or technology dictate.