IT Application Support Analyst - 31850

Artesian Hotel; Oklahoma; On-site; USD 42,000 - 65,000; Full time

Job summary

Chickasaw Nation is seeking an IT Application Support Analyst to join the IT Application Support Manager team at the WinStar IT Data Center in Thackerville, OK. You will handle enterprise application support, troubleshoot incidents, and assist users with application issues, working 8:30 AM–5:00 PM, Monday through Friday.

Responsibilities include documenting processes, resolving tickets, and collaborating with technical teams to maintain continuity and data accuracy.

Qualifications

• 3 years directly related experience
• Bachelor's degree (Bachelors Other)

Responsibilities

• Develops and maintains documentation as appropriate -- files, logs, records, reports, etc.
• Responds to telephone calls, email, and chat requests for support
• Troubleshoots problems using scripts and checklists as guides
• Provides first class customer service to both internal and external customers
• Collaborates with technical teams to ensure proactive support
• Maintains and tests processes related to business continuity

Skills

Attention to detail

Multitasking

Teamwork

Communication

Confidentiality

Independent work

Technical aptitude

Problem solving

Education

Bachelor's degree

Job description

Thackerville, OK | Information Technology | Full Time

Posted 3 days ago

Description

We are currently looking for aFull Time IT Application Support Analystto join our IT Application Support Manager team located at the WinStar IT Data Center working8:30AM-5:00PM - Mo Tu We Th Fr.

Summary

The IT Application Support Analyst provides technical application support and maintenance for enterprise applications supporting Commerce business operations. This position is responsible for troubleshooting application issues, responding to incidents and service requests, supporting application testing and maintenance, and assisting users with application-related problems.

Responsibilities

• Develops and maintains documentation as appropriate -- files, logs, records, reports, etc.
• Answers the phone, transfers call, takes messages and screens calls per guidelines for areas served
• Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
• Responds to telephone calls, email, and chat requests for support
• Communicates with customers to identify and diagnose issue(s)
• Troubleshoots problems using scripts and checklists as guides
• Provides effective solutions to technical issues
• Creates work orders as needed
• Escalates situations as appropriate
• Utilizes standard templates and manufactured articles to document services and processes
• Takes ownership of customer issues to resolve in a timely manner
• Defines system requirements and specifications
• Plans, designs, develops, tests, implements and maintains desktop applications and/or multi-user databases that facilitate the timely, efficient and accurate collection, analysis and management of key clinical data in support of process improvement activities, internal/external reporting requirements and emerging healthcare-related initiatives
• Develops efficient data management and reporting systems; executes effective methodologies to move current reports to new platforms for improved performance; notes and resolves issues around data collection and accuracy in reporting
• Collects requirements regarding potential system enhancements or new system implementation and prepares details of specifications needed; prioritizes and implements requested changes to the system
• Collaborates with technical teams to ensure proactive support
• Maintains and tests processes related to business continuity
• Identifies, researches, and resolves application-related issues by responding to tickets created in the Incident Management System in a timely manner
• Assists in the configuration and troubleshooting of integrated third-party software and peripherals
• Assesses the customer's business need or problem using online tools and analytical thinking to diagnose and resolve the issue or business need
• Develops, implements and schedules preventative maintenance activities for all necessary facility components
• Provides first class customer service to both internal and external customers and responds to inquiries, compliments, and/or complaints with professionalism, courtesy, and efficiency
• Completes all training and development requirements and participates in continuing education opportunities
• Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
• Maintains a clean, organized work area and ensures a safe environment
• Maintains and promotes professionalism
• Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
• Adheres to Chickasaw Nation dress code standards
• Maintains knowledge of and follows all rules, regulations, policies and guidelines for assigned area
• Performs all other duties as assigned

Competencies

Essential

• Able to follow instructions, both written and oral
• Able to adhere to all scheduling and attendance requirements
• Ability to maintain a high level of confidentiality in all matters
• Extreme customer-focused behavior
• Must be able to work quickly, efficiently and accurately
• Must be detail-oriented
• Must be self-motivated
• Ability to work independently
• Honesty, truthfulness, reliability, accountability
• Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
• Must possess strong knowledge of technology platforms and adaptation to all
• Learn and demonstrate competencies to any new technology in a timely manner
• Experience using a common IT Framework
• Ability to multitask
• Organizes work and assigned area logically and orderly
• Define problems, collect data and establish facts
• Identify, analyze and repair routine problems
• Establishes professional working relationships as appropriate
• Works well within a team
• Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management

Experience

Essential

• 3 years directly related experience

Education

Essential

• Bachelors Other

Credentials

Essential

• Pass gaming background check
• Pass general background check
• Standard Driver's License
• Gaming license or permit as required by assigned position

Working Conditions

Essential

• May work where cigarette smoking occurs
• Mix of office/non-office settings
• Pass pre-employment drug test
• Hand-eye coordination, reach and grasp
• Sometimes lift and or carry up to 25 lbs
• Sitting up to 50% of shift
• Standing up to 50% of shift
• Visual acuity for detail, distance, color, depth perception
• Walking up to 50% of shift
• Subject to traveling and working at other locations or in other environments

Training

• It is the responsibility of each employee to attend required training for their position or profession as determined by their line of support (LOS) or the leadership of the Chickasaw Nation. It is the responsibility of those who supervise, manage or otherwise lead employees or teams to ensure each employee has access to and receives all required training.

Mission, Vision & Core Values

Mission

• To enhance the overall quality of life of the Chickasaw people.

Vision

• To be a nation of successful and united people with a strong cultural identity.

Core Values

• The Chickasaw People
• Cultural Identity
• Servant Leadership
• Selflessness
• Can Do Attitude
• Perseverance
• Stewardship
• Trust and Respect
• Loyalty
• Honesty and Integrity
• Teamwork