Job Description

Full-time opportunities available! Full-time positions offer generous benefit package including Health Plan (Medical, Dental, and Vision), PTO, Holiday Pay, 401(k) Retirement Savings Plan, Weekly Pay and much more!

Non-Safety Sensitive

Job Summary

The Application Support Specialist role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Specialist is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.

Essential Job Duties

1. Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
2. Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems
3. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
4. Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
5. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
6. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
7. Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
8. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
9. Test fixes and perform post-evaluation follow-ups to ensure problems have been adequately resolved.
10. Maintain and enhance performance of all new and existing software and applications across the organization.
11. Identify and learn appropriate software applications used and supported by the organization.
12. Coordinate with department heads to assess departmental application training needs and objectives.
13. Participate in the design, development, and delivery of software applications training programs and individual classes.
14. Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet (or wherever applicable) to assist in problem resolution.
15. Provide support for the testing of new and existing software applications under development or consideration for purchase.
16. Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
17. Apply diagnostic utilities to aid in troubleshooting.
18. Conduct research into software application products and services in support of development and purchasing efforts.
19. Manage and/or provide guidance to junior members of the team.
20. Safeguard and account for the assets of the owners.
21. Comply with policies and procedures required by the department, the company, the Sac & Fox Gaming Commission, and the National Indian Gaming Commission.
22. Monitor the casino environment and follow established safety procedures to provide for the safety of guests and co-workers.
23. Work respectfully and effectively as part of the company team to ensure guest satisfaction, asset protection, and co-worker respect.
24. Report to work on time and as required in professional attire, display a high level of personal cleanliness and follow personal appearance standards.
25. Maintains inventory of all hardware, software, and manuals.
26. Ensures quality, accuracy, and integrity of the system is maintained.
27. Attends all required meetings and training sessions.
28. Performs other job related duties as assigned.

Supervisory Responsibilities

This position will have limited temporary authority as assigned by the MIS management during special projects to recommend training opportunities and performance standards. This position may have other supervisory authority assigned as necessary through management. This position has the authority, through proper channels, to procure any supplies and or equipment needed for the operation of the department.

Physical Requirements/Working Conditions

May be exposed to loud and continual noise levels and a smoke filled environment. Some lifting up to 25 pounds may be required, otherwise normal office environment. In-town and out-of-town travel will be required. Must be confidential.

Minimum Level Qualifications

Application Support I:

1. This level requires degree in Computer Science or relevant field of study, with an emphasis in software, databases, analytics, and computer based systems.
2. In absence of a degree, 2 years’ experience in Computer Science or relevant field of study, with an emphasis in software, databases, analytics, and computer based systems will be required.

Application Support II:

1. This level requires 4+ years’ worth of education, demonstrated experience, or both in Computer Science or relevant field, with an emphasis in software, databases, analytics, and computer based systems.
2. In absence of a degree, 6+ years of demonstrated experience in Computer Science or relevant field, with an emphasis in software, databases, analytics, and computer based systems.
3. New employees that have prior experience and show a sufficient knowledge level may qualify to start at this level. With the expected level of knowledge, these team members should require less training and direction than Application Support I.

Application Support III:

1. This level requires 10+ years’ worth of education, demonstrated experience, or both in Computer Science or relevant field, with an emphasis in software, databases, analytics, and computer based systems.
2. This position would be for a tenured employee that has proven their knowledge and abilities to be superb for their role requirements.

Knowledge:

1. Must have demonstrated experience with enterprise and desktop applications including CRM systems, financial systems, Human Resource systems, POS systems, PMS systems, and/or current packages.
2. Working technical knowledge of current software protocols and Internet standards.
3. Proven experience with troubleshooting principles, methodologies, and issue resolution techniques is a must.
4. Experience with programming languages such as Microsoft .NET and working with relational databases, particularly SQL, is necessary.
5. A good working knowledge of networks and servers is also a must.
6. Knowledge of applicable data privacy practices and laws is required.
7. Proven analytical and creative problem-solving abilities.
8. Must be able to obtain a gaming license in accordance to the regulations established by the Sac & Fox Gaming Commission.

Skills

1. Excellent written, oral, interpersonal, and presentational skills.
2. Must be able to conduct research into software development and delivery concepts, as well as technical application issues.
3. Requires the ability to absorb new ideas and concepts quickly. Must have good analytical and problem-solving abilities.
4. Must be able to effectively prioritize and execute tasks in a high-pressure environment.
5. Must have strong customer service skills.
6. Must be able to work in a team-oriented, collaborative environment.
7. Must be able to develop and interpret technical documentation for training and end user procedures.
8. Must be able to meet deadlines and work independently without supervision.
9. Must be able to handle busy and stressful situations.
10. Must be able to understand the organization’s goals and objectives.
11. Must possess poise and tact.
12. Must be flexible with working hours and days off.
13. Must have excellent computer and organizational skills.
14. Must be able to meet all internal supervisory or higher, training and education requirements.

Preference: Members of the Meskwaki Nation and other Native American Tribes who are qualified applicants are encouraged to apply and will be given preference in accordance to established procedures.

Restrictions

This position is PROHIBITED from playing all casino games while on duty, except as authorized for employee tournaments. Otherwise, this position may play Poker only while off duty. Employees and members of the household are prohibited from entering company contests and giveaways established for our guests.