IT Applications Support Analyst
Company: Kickapoo Lucky Eagle Casino
Location: Eagle Pass
Posted on: June 23, 2022
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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.
Keywords: Kickapoo Lucky Eagle Casino, Laredo , IT Applications Support Analyst, Professions , Eagle Pass, Texas
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