I.T. Application Support Specialist

JOB DUTIES:

Duties include, but are not limited, to the following:

• Field incoming second level support calls to resolve application and software issues within for designated systems and areas of responsibility.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required for assigned systems.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution for assigned systems.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems for assigned systems.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved for assigned systems.
• Maintain and enhance performance of all new and existing software and applications across the organization for assigned systems.
• Identify and learn appropriate software applications used and supported by the organization for assigned systems.
• Coordinate with department heads to assess departmental application training needs and objectives for assigned systems.
• Participate in the design, development, and delivery of software applications training programs and individual classes for assigned systems.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution for assigned systems.
• Provide support for the testing of new and existing software applications under development or consideration for purchase for assigned systems.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software for assigned systems.
• Apply diagnostic utilities to aid in troubleshooting for assigned systems.
• Conduct research into software application products and services in support of development and purchasing efforts for assigned systems.
• Performs other related duties as assigned/required.

SKILLS:

• Responsible for user support on various business application solutions.
• In-depth, hands-on knowledge of and experience with Casino, Hospitality, Entertainment and Point of Sale applications.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Able to develop and interpret technical documentation for training and user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience working in a team-oriented, collaborative environment.
• Skill in developing and maintaining guest relations.
• Ability to establish and maintain an effective working relationship with management and other team members.
• Pleasant personality and enjoys working with and assisting people.
• Ability to maintain confidentiality of sensitive information.
• Ability to understand questions and instructions from supervisors.
• Ability to respond to common inquiries from other team members or guests.
• Advanced skills in Microsoft Word, Excel, Outlook and email
• Ability to read, analyze and interpret documents.
• Ability to apply reasoning to variety of situations.

EXPERIENCE:

Five years related work experience with one to three years related work experience in Casino, Hospitality and/or Banking or Entertainment industry or other high volume, complex, demanding customer oriented IT environment.

EDUCATION:

Minimum high school diploma or equivalent. Bachelor’s of Science in Computer Science from four-year College or University preferred or an equivalent combination of education and experience.

The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements inherent in this job.