At NASCAR, you will find a community of passionate individuals who care about our sport and are united in seeing it grow.
We are a company unlike any other. We want you to bring your experience, skills and passion to our close-knit, high-energy environment in which our employees thrive and where you can prosper. We know the key to our success is our employees and we offer highly competitive salaries, a solid benefits package focused on wellness, and opportunities for you to grow and develop both personally and professionally. It won’t take you long to find out that you are on the right track here at NASCAR!
NASCAR seeks a talented professional to join in the position of Desktop Engineer - Documentation Specialist based in Daytona Beach, Florida.
The Desktop Engineer - Documentation Specialist is responsible for daily operations of the service desk answering phones, responding to emails, remote desktop support, new user provisioning, on-call responsibilities. The position will be responsible for the documentation of knowledge articles related to the daily activities of the Service Desk and making sure that documentation is properly updated throughout the current knowledge base. This position also provides engineering and administrative support for areas such as but not limited to Active Directory, Windows Server OS, SCCM, Microsoft Office 365, Azure, Intune.
The service desk provides a significant role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers. In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and most importantly, often service as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as a vital component of the IT team.
CORE JOB RESPONSIBILITIES
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Provide direct service for IT networks, applications, and systems as well as customer service to users inside and outside the NASCAR organization
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Serve as the first point of contact for customers seeking technical assistance over the phone or email
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General office support printers/copiers, Wi-Fi, Hot spots, and phones (desk phones and cell phones)
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Effectively and efficiently accept/resolve tickets from end-users who have technical issues
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Record technical issues/solutions in ticketing system
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Demonstrate ability to collaborate with customers (both IT and outside IT) to gather business and functional requirements
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Making sure that our documents align with one another – finding inconsistencies and working with the right teams to identify a resolution
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Meeting support/setup
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Keep records of tasks completed and provide summaries of items needed to complete work instruction guides
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User workstation setup, troubleshoot, and repair
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Manage and develop the standard format and documentation for NASCAR Standard Operating Procedures & associated forms and job aide type documents
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Assist with NASCAR Racing simulators hardware/software support
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Manage complex documentation projects
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Resolves routine and moderately complex hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues
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Walk customers through installing applications and computer peripherals
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Ask targeted questions to diagnose technical issues
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Guide users with simple, step-by-step instructions to resolve their issues
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Participate and support root causes analysis to proactively deal with issues before they can affect end-users
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Make sure machines interconnect seamlessly with various systems
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Conduct remote troubleshooting from basic network issues to database anomalies, problems, inefficiencies, and data loss
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Test alternative pathways until you resolve an issue
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Direct unresolved issues to the next level of support personnel
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Follow up with end users to ensure their systems are functional
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Initiate improvements in documentation
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Report customer feedback and potential product requests to appropriate personnel
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Assist in testing and deployment of new applications and systems
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Perform other job-related duties as assigned
KNOWLEDGE & EXPERIENCE REQUIREMENTS:
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2-3 years of combined specialized IT experience, service desk support and customer support
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2-3 years of documenting IT processes
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Knowledge of windows server, active directory, Microsoft exchange server, as well as TCP/IP, DNS and DHCP is desired
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Knowledge of Microsoft system center configuration manager, VMWare virtual desktop infrastructure, encryption software, as well as other software can be an added advantage
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Excellent IT skills and knowledge of troubleshooting computer related issues with hardware/software, as well as desktop, laptop, and mobile devices
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Strong organizational skills, process -driven, people skills, operational skills balanced with team focus and customer centric vision to support the NASCAR organization
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An ability to think critically about systems and to adjust consistently as needed
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Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
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Possess advanced knowledge of hardware/software systems and exceptional analytical thinking abilities
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The ability to use independent judgment in identifying root cause of problems and developing solutions to a variety of problems of moderate to large scope and complexity
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Good verbal and written communication and presentation skills to accurately document and report findings to a variety of audiences
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Knowledge of ServiceNow is highly desired
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Ability to own complex documentation projects with minimal supervision
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Customer-oriented attitude
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Strong people skills
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Ability to comprehend, assimilate and document numerous software applications, hardware functionality and software/hardware integration independently
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Excellent written and verbal communication
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Show an aptitude for on-the-job learning
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Focus on quality and details and ability to learn new technologies quickly
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Ability to handle stress and work under pressure with professionalism
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Advanced documentation layout and formatting skills
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The ability to interact with a wide range of people from diverse backgrounds and races
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Experience strategizing and developing technical documentation architecture
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Excellent teaching, problem-solving, communication, and interpersonal skills
Apply Now!
Learn more about this role and our team by applying at www.careers.nascar.com for consideration.
NASCAR is committed to fostering a diverse work environment where all employees feel valued and empowered. NASCAR is an Equal Opportunity Employer (EEO). We seek to attract and retain the best qualified people available. All qualified applicants will receive consideration for employment without regard to race, color, gender, gender identity and expression, age, national origin, disability, religion, sexual orientation, genetic information, pregnancy, veteran status or any basis that is protected by applicable law except where a bona fide occupational qualification exists.
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