IT Applications Support Analyst

Company: Kickapoo Lucky Eagle Casino
Location: Eagle Pass
Posted on: June 23, 2022

Job Description:

Reports to: Applications ManagerJob Summary: Deliver support to end users about how to use various types of software programs efficiently and effectively in fulfilling business objectives; including troubleshooting applications and software for all internal customers, such as operations, development, and other business units.Essential Functions:Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.Field incoming problem tickets from end users to resolve applications and software issues within servers, databases, and other mission-critical systemsDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.Assist in the design, delivery, and improvement of in-house software applications training programs and related courseware.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Identify and learn appropriate software applications used and supported by the organization.Communicate application issues to key stakeholders, including management, development teams, end users and unit leaders.Test, fix and perform post-resolution follow-ups to ensure problems have been adequately resolved.Maintain and enhance performance of all new and existing software and applications across the organization.Coordinate with department heads to assess departmental application training needs and objectives.Participate in design, development, and delivery of software application training programs and individual classes.Post software updates, drivers, knowledge bases, and resources on company intranet to assist in problem resolution.Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.Apply diagnostic utilities to aid in troubleshooting.Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.Review and analyze existing application's effectiveness and efficiency, and then develop strategies for improving or leveraging these systems.Cultivate and disseminate knowledge of application-usage best practices.Compile and maintain inventory of company software and system assets and their corresponding contracts/agreements.Coordinate with other departments; including the addition and removal of content used on gaming floor, creating or disabling user accounts depending on user position, and creating custom reports. Perform all functions in accordance with applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.Provide excellent guest service while listening/responding to guest and team member concerns and questions.Demonstrate and promote KLECH core values and MAD skills.Manage and maintain security of confidential information entrusted to position.Attend and satisfactorily complete all required training as assigned.Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.Perform other duties as assigned.Minimum Requirements to Qualifications: Must have High School Diploma or GED.Bachelor's Degree in computer systems design or computer science and five (5) years of work experience; an equivalent combination of education and experience may be considered.Five (5) years of direct experience managing applications and/or systems management.Broad knowledge of programming languages and techniques.Working knowledge of network, PC operations, current hardware, protocols, and standards.Certified in MCDBA and/or MCAD/MCPD/MCSD, preferred.Knowledge of trends in technology relating to software applications. In-depth, hands-on knowledge of and experience with enterprise and desktop applications.Ability to make judgments that can guide the development of beliefs and taking action. Discovers a rule or principle underlying the relationship between two or more objects and applies it to solving a problem. Evaluates progress and revises plan as needed.Must have demonstrated experience in managing tasks and time effectively based on priority.Experience with building and maintaining databases for query and problem tracking.Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.Direct, hands-on experience with automated software management tools.Extensive experience with core software applications.Ability to communicate ideas in both technical and user-friendly language.Good project management skills and/or substantial exposure to project-based work structures.Ability to conduct research into software development and delivery concepts, as well as technical application issues.Ability to develop and interpret technical documentation for training and end user procedures.Strong communication skills in English both written and oral. Spanish or other language skills a plus.Other Criteria:Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.Skills and Abilities: Ability to work independently with minimal supervision.Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.Ability to work under pressure in a fast paced, stressful environment.Ability to meet multiple deadlines and multi-task.Ability to have strong critical thinking, analytical and guest service skills.Must possess a positive attitude with strong organizational and leadership qualities.Ability to add, subtract, multiply and divide in all units of measure.Ability to define problems, collect data, establish facts and draw conclusions.Ability to understand complex instructions and material.Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.Ability to maintain confidentiality.Ability to follow and comply with established Casino guest service programs.Physical Demands:While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.The team member must be able to concentrate for prolonged periods.Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.The team member must be able to communicate effectively in person or using telecommunications equipment.The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.Frequently lift and/or move up to 30 lbs.Work Environment: Normal office setting and casino floor.Frequent walking and standing in a smoke filled environment and frequent contact with the general public.Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.Extended hours and irregular shifts may be required including nights, weekends and holidays.Must be able to perform under pressure and work long hours under stressful conditions.May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.Travel may be required to perform one or more essential functions of this position.Conditions of Employment:Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.Must be able to provide authorization to work in the United States.Must be at least 18 years of age.Must have access to reliable transportation to commute to and from work.Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.

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