Application Support Specialist
About The Position
This role actively works the trouble queue, prioritizing and resolving issues to customer satisfaction. It involves partnering with IT team members and vendors to troubleshoot problems and identify root causes. The specialist will understand customer needs at all levels, identify cost-saving and efficiency improvement opportunities, and manage user account provisioning for various applications. Responsibilities include updating and maintaining application parameters and documentation, assisting with software and hardware troubleshooting, and interacting with the business community and vendors to provide complete solutions from project conception to end-support. This position serves as second-tier support for the User Support Specialist Group, collaborating with IT Systems Engineers when necessary. The specialist acts as a primary liaison between Treasure Island IT, end-users, and application vendors, ensuring application integrity and efficiency. All necessary duties for departmental success will be performed.
Requirements
- 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
- 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
- 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
Nice To Haves
- Gaming/Hospitality Industry Experience preferred
- 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
Responsibilities
- 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
- Understand 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
