The Application Support Specialist’s 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.

Pearl River Resort Associates are required, on a continual basis to…

Contribute to a safe work environment, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.

Maintain a professional departmental, company and community reputation

• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Conduct research into software application products and services in support of development and purchasing efforts.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document 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.
• 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.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes 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.
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AGE and GAMING:

21 years of age or above

Gaming property – Must be able to obtain and maintain a gaming license issued by the Choctaw Gaming Commission.

EDUCATION and/or EXPERIENCE:

Four-year college diploma or university degree in Computer Science, Information Systems, or 5-7 years equivalent work experience. Experience in lieu of education.

• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Excel, Word, SharePoint, and Project.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Broad knowledge of programming languages and techniques, including SQL, API.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of the organization’s goals and objectives.

SPECIAL QUALIFICATIONS:

Experience with core software applications, including SAS, LMS, CMS, Konami, Infogenesis, and Infinium. Experience working with IT applications is required.  Experience with iSeries OS is required and CL programming preferred. Familiarity with the Casino and Hospitality industry.

LANGUAGE SKILLS:

Excellent written and oral communication skills.  Excellent listening and interpersonal skills.  Strong customer-service orientation.  Ability to communicate ideas in both technical and user-friendly language.  Ability to conduct research into application issues and products.  Highly self-motivated and directed.  Keen attention to detail.  Ability to effectively prioritize and execute tasks in a high-pressure environment.  Experience working in a team-oriented, collaborative environment.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by the Associate to successfully perform the essential functions of this job.

Essential duties for this position include but not limited to the following: able to sit for extended periods in excess of four (4) hours.  Safely lift and/or move up to twenty-five (25) pounds on occasions as well frequently walk, sit, and perform functions with each hand and arm.   Repetitive bending, kneeling, stooping, pushing and pulling will be required throughout shift.  Excessive use of computers and possible eye strain is possible throughout the assigned shift.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud.  When on the casino floor or other designated areas may be subjected to tobacco smoke. 

Due to the unpredictable nature of the hospitality/entertainment industry, Associates must be able to work varying-schedules to reflect the business needs of the property.