APPLICATION SUPPORT SPECIALIST

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

Qualifactions

• 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.