APPLICATION SUPPORT SPECIALIST

Treasure Island Hotel Casino; Las Vegas (NV); On-site; USD 42,000 - 70,000; Full time

Job summary

Treasure Island Hotel Casino is seeking an experienced IT Help Desk professional to manage the trouble queue, prioritize issues, and drive resolution with rapid turnaround. You will coordinate with vendors and IT teammates to diagnose root causes and implement solutions for end users across the property.

You will function as a second-tier support resource and act as the central hub for Treasure Island IT and applications, ensuring service levels and documentation are kept up to date in a

Qualifications

• 2 years corporate IT environment in a customer service role or equivalent experience.
• Experience managing vendors supplying support to a 24/7 mission critical environment.
• Hospitality and/or Casino industry experience preferred.

Responsibilities

• Actively work trouble queue ensuring issues are prioritized and resolved to customer’s satisfaction.
• Partner with IT team members and vendors to resolve problem tickets and determine root cause.
• Provide second tier support for the User Support Specialist Group and assist the IT Systems Engineer as needed.
• Act as primary hub to Treasure Island IT and the application vendor, maintaining integrity and efficiency of the application.
• Identify areas to reduce cost and improve efficiency in the business environment.
• Provisioning user accounts to various applications and maintaining documentation.
• Troubleshoot application and system software and hardware issues.

Skills

Customer service

Vendor management

Problem solving

End-user support

Communication

ITIL familiarity

Team collaboration

Windows OS navigation

Education

College degree or equivalent experience

Tools

SQL Server

Office applications

ITIL processes and tools

Job description

• 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.

Equal Opportunity Employer
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