Northfield Park Racino
IT Support Generalist / Help Desk
Northfield Park Racino, Northfield Center, Ohio, United States
At Northfield Park, the Support Generalist – Help Desk provides first-level technical support to team members across the casino, racetrack, and non-gaming operations. This role 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. It supports a 24/7 gaming environment and requires excellent customer service, attention to detail, and adherence to internal controls and regulatory technology requirements.
Responsibilities
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.
Qualifications
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.
Additional Requirements
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.
Ability to communicate on the telephone, understand technical manuals, speak and write English, work amicably with co‑workers, learn tasks in a reasonable amount of time, read instructions and numbers in English, follow supervisor’s instructions, complete tasks with numerous interruptions, attend meetings with internal and external parties.
Certification Requirements Position is not responsible for selling, serving, or distributing alcoholic beverages. Gaming license required: TBD. Other certifications: TBD.
Equal Employment Opportunity 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.
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Responsibilities
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.
Qualifications
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.
Additional Requirements
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.
Ability to communicate on the telephone, understand technical manuals, speak and write English, work amicably with co‑workers, learn tasks in a reasonable amount of time, read instructions and numbers in English, follow supervisor’s instructions, complete tasks with numerous interruptions, attend meetings with internal and external parties.
Certification Requirements Position is not responsible for selling, serving, or distributing alcoholic beverages. Gaming license required: TBD. Other certifications: TBD.
Equal Employment Opportunity 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.
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