IT Service Desk Coordinator

Pay

$17.10 – $26.92 / hour

Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer.

What we offer

We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including:

• Weekly pay
• Training and development opportunities
• Employee discounts
• Flexible work schedules

Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, employee assistance program, and tuition and/or professional certification reimbursement.

What will you do?

• Triage and coordinate IT incidents and service requests based on impact, urgency, and defined SLAs 
• Engage internal technical teams and vendor partners according to incident severity and SLA requirements 
• Escalate incidents through defined escalation paths when progress or engagement is delayed, and assign incidents to the appropriate resolver teams using established workflows and processes 
• Initiate and support conference bridges to facilitate timely incident collaboration and resolution 
• Document business and guest impact, actions taken, and status updates accurately in the ITSM system 
• Issue initial, update, and resolved notifications in compliance with notification SLAs and SOPs 
• Provide onsite operational support and participate in an on‑call rotation for high‑impact after‑hours incidents 

More about you

• Bachelor’s degree in computer science, information systems, or equivalent preferred 
• Minimum of 2 years of related experience, including experience with Windows based PCS, Active Directory, hospitality systems, Microsoft Office Suite, and network devices 
• Experience in recording and updating tickets in an Incident Management system  
• Service Now experience is a plus  
• Experience with utilizing a knowledge base 
• Background working in a service desk or IT operations role, coordinating incidents and service requests.