System Support Lead - 2nd Shift

Description

Red Mile team members are driven by their desire to create outstanding experiences for both our patrons and fellow employees. We pride ourselves on being a part of an organization whose focus is to bring world-class entertainment to those living in and visiting the “Horse Racing Capital of the World.” If you aspire to create memorable experiences, we invite you to explore our exciting and dynamic career opportunities.

Summary

We are seeking a proactive and experienced IT professional to lead daily technical support operations, assist with the organization’s technological needs and provide guidance to a team of IT professionals in supporting all IT infrastructure for Red Mile employees and patrons. They will complete and delegate IT support tasks that arise during day-to-day operations involving various computer systems and hardware. They will provide on-site support and administration for software users in a variety of work environments. They will participate in documentation and infrastructure improvement projects, as coordinated by IT leadership.

• Supervise, mentor, and evaluate IT support staff, fostering a collaborative, high-performing team environment.
• Assign, prioritize, and oversee daily tasks, projects, and help desk tickets.
• Oversee the installation, configuration, maintenance, and support of hardware, software, and network systems.
• Investigate, diagnose, and resolve escalated hardware, software, and network issues, documenting all work in the ticketing system.
• Perform preventive and corrective maintenance on desktop systems, printers, phones, network infrastructure, enterprise applications, and audio-visual equipment.
• Monitor system performance and implement improvements to enhance reliability, efficiency, and user experience.
• Maintain accurate system documentation, asset inventories, operational procedures, and technical records.
• Assist with IT projects including structured cabling, infrastructure improvements, hardware deployments, upgrades, and lifecycle management.
• Install, move, and configure computer hardware, software, printers, phones, and audio-visual equipment across multiple environments.
• Provision and manage user access accounts in accordance with departmental standards and security practices.
• Provide technical training and guidance to end users on systems, applications, and IT procedures.
• Promote a customer-first service culture and maintain strong communication with internal departments regarding IT updates, outages, and scheduled maintenance.
• Work with both software and hardware vendors to resolve issues.
• Serve as a liaison between end users and IT leadership to recommend system improvements and support continuous improvement initiatives.
• Perform other related duties as assigned.

Required Education and/or Experience

• Associate or bachelor’s degree in information technology, Computer Science, or related field - or equivalent experience.
• 3 years of hands-on IT support experience.
• 1 years of supervisory, lead, or team-based leadership experience.

Skills Required

• Ability to communicate professionally both orally and in written form.
• Problem solving and critical thinking.
• Ability to take over and complete projects with minimal supervision.

Physical Requirements

The employee must occasionally lift and/or move up to 40 lbs., while performing the duties of this job, the employee is required to sit for long periods of time and occasionally stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, knee, crouch or crawl, talk and hear.