Job description
Overview:
Specific Job Functions:
The Application Support Specialist manages business related applications in areas such as: Casino, Hotel, and Back of House. All duties are to be performed in accordance with departmental and Treasure Island policies, practices and procedures.
Specific Job Functions:
- Actively work trouble queue ensuring that all issues are prioritized and resolved to customer’s satisfaction
- Strongly exhibit good customer services attitudes and skills
- Partner with other IT team members and vendors to resolve problem tickets and determine root cause
- Understands customer dynamics and needs at all levels (end-user to executive)
- Identify areas to reduce cost and improve efficiency in the business environment
- Provisioning user accounts to various applications
- Updating and maintaining all application parameters & documentation.
- Assist in troubleshooting application and system software and hardware issues
- Interact with the business community and vendor to provide complete solutions from the conception of the project to the end support model
- Function as the second tier support for the User Support Specialist Group and will work with the IT Systems Engineer if need be to solve application issues
- Act as the primary hub to Treasure Island IT, the end user community and the application vendor, and is responsible for maintaining the integrity and efficiency of the application
- Perform all duties deemed necessary for the success of the department
- 2 years Corporate Information Technology environment in a customer service role or equivalent experience
- Experience in managing vendors supplying support to a 24/7 mission critical environment
- Gaming/Hospitality Industry Experience preferred
- College Degree or equivalent experience
- Ability to learn new technologies quickly.
- Experience with SQL Server
- Ability to work in a fast paced multiple project environment on an independent basis and with minimal supervision.
- Experience with gaming source systems/files (i.e. Casino Management Systems, Lodging Management Systems, etc)
- Experience in one of more of the following areas is desired: Hospitality and/or Casino
- Knowledge of Hospitality and Casino service industries
- Knowledge of industry standard hotel, casino and point-of-sale applications preferred.
- Experience with Gaming Management, Hospitality, POS, Retail, Customer Service, AP, Finance/Accounting/Payroll applications a plus.
- Exposure to ITIL processes and tools.
- Must be skilled in the navigation and configuration of all Microsoft Windows desktop operating Systems to current release
- Must know specific operating system commands such as: “Ping”, mapping drives, creating shortcuts, locating files, editing the Windows registry, setting up mail accounts, adding machines to a Windows Domain, etc.
- Must be skilled in the navigation and configuration of Microsoft Office applications: Word, Excel, Power Point, Access, and Visio.
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