System Support Analyst II

Resorts World Las Vegas•New York, NY

About The Position

The System Support Analyst II is responsible for delivering support to end users in the organization and helping them use application software programs efficiently and effectively to achieve business objectives. License Level: This is a key level position and requires a key level license. This position has the ability to make discretionary decisions that impact gaming operations. Essential Functions: Troubleshoots software, hardware, and mobile data computer problems. Writes reports and collects information from department database resources for the various computer systems. Plans and executes routine maintenance on software and hardware. Trains users and other support staff on software usage. Verifies and corrects configurations and data-entry made by users. Develops worksheets and other items for users. Maintains software inventory. Upgrades interfaces for better performance of the system. Interacts with team members about the project status and solves their technical issues if any. Prepares and maintains reports for each project handled. Monitors equipment functioning to ensure system operation according to the specifications. Demonstrates consistent dedication to guests, vendors, colleagues, and the Company by being engaged, interested and productive. Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company's success. Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations. Demonstrates the initiative to present new ideas and perspective to create positive results. Exhibits respectful consideration of viewpoints, situations, and others. Puts the guest at the forefront of every decision. Learns and applies new knowledge to meet business needs. Proactively plan and executes preventive measures to prevent system failures or financial loss. Performs other tasks as assigned.

Requirements

Must be at least 18 years old and have the ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
Bachelor's degree in computer science and/or a combination of education and related experience
Five (5) years of experience with end-user software support and database report writing required.
Written and verbal communication skills; able to effectively address all levels within the organization.
Achievement Oriented
Technical Capacity
Problem Solving/Analysis
Communication Proficiency
Work Independently
Excellent communication skills
Leadership skills and ability to manage team members.
Good track record of completion of projects
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
Ability to respond to common inquiries from other employees or guests.
Fluency in English required, second language a plus.
Ability to write detailed instructions and correspondence.
Ability to effectively present information in one-on-one and group situations.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimal, and work with mathematical such as probability and inference.
Ability to create, read and analyze spread sheets of statistical data.
Ability to decipher various reports and maintains reports upon request.
Must be able to interact with internal and external guests in a professional manner.
Due to the unpredictable nature of the hospitality/entertainment industry, employees must be able to work varying schedules to reflect the business needs of the property.

Nice To Haves

A+ certification preferred.

Responsibilities

Troubleshoots software, hardware, and mobile data computer problems.
Writes reports and collects information from department database resources for the various computer systems.
Plans and executes routine maintenance on software and hardware.
Trains users and other support staff on software usage.
Verifies and corrects configurations and data-entry made by users.
Develops worksheets and other items for users.
Maintains software inventory.
Upgrades interfaces for better performance of the system.
Interacts with team members about the project status and solves their technical issues if any.
Prepares and maintains reports for each project handled.
Monitors equipment functioning to ensure system operation according to the specifications.
Demonstrates consistent dedication to guests, vendors, colleagues, and the Company by being engaged, interested and productive.
Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company's success.
Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations.
Demonstrates the initiative to present new ideas and perspective to create positive results.
Exhibits respectful consideration of viewpoints, situations, and others.
Puts the guest at the forefront of every decision.
Learns and applies new knowledge to meet business needs.
Proactively plan and executes preventive measures to prevent system failures or financial loss.
Performs other tasks as assigned.