Company Standards
At Angel of the Winds, the World’s Friendliest, Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.
Responsibilities
• Act as primary Bally Support contact – troubleshoot and communicate CMP & SDS related issues •
• Evaluate and communicate needed escalations between tier 1 help desk and tier 2 app support
• Evaluate ticketing queue and provide guidance to tier 1 staff when needed
• Communicate to IT management any tier 1 ticketing/staffing issues
• Able to provide support for all core business software applications.
• Introductory working experience with Database maintenance and troubleshooting preferred.
• Introductory working experience with IIS/Apache, PHP/HTML and other web technologies preferred.
• Technical liaison between all departments and the IT department to address and coordinate software usage, upgrades, and new software initiatives.
• Constantly scanning for potential issues before they arise and cause any damage.
• Resolve technical problems; identify and diagnose hardware and software problems.
• Review and analyze organization needs; confers with users to evaluate requirements, discuss solutions and develop plan of approach.
• Manage Server and Workstation scripting and system automation
• Assist with infrastructure maintenance including workstation lifecycle.
• Able to prioritize work to resolve technical emergencies as they may occur.
• Act as the second tier line of support for all software/hardware malfunctions and develop documentation for tier 1 and 2 IT support teams to utilize
• Maintain skills learned through experience and education to assist and train other IT team members in areas of configuring and maintaining basic network hardware and software, active directory operations, switch patching and cabling.
• Provide and/or schedule application related reports as necessary to managers and directors.
• Provide training to departments regarding the utilization of installed systems as necessary.
• Research and test software systems prior to installation to ensure compatibility with present systems.
• Keep IT Management and team updated and informed of any issues, resolutions, projects, and accomplishments.
• Remain informed of changes in software, hardware, and industry standard requirements to make recommendations for future software and hardware purchases.
• Ensure compliance with Corporate, Tribal, State, Federal, and NIGC regulations.
• Ensure control/protection of company assets.
• Work to ensure 7x24x365 system uptime for core business applications.
• Work nights, weekends and holidays as required.
• Participate in after hours on-call rotation.
• Assists App Support and Sr App Support as requested when executing upgrades and installs.
• Performs other duties as assigned.
Qualifications
• Exceptional guest service and organizational skills required
• Exceptional Documentation Skills required
• AA degree in Computer Science or a related field from a community college or other approved educational institution; and 2 years related experience and/or training; or equivalent combination of education and work experience in utilized or similar applications in a Microsoft network operating environment.
• Experience with Microsoft Server Environment required (Minimum 2003R2+)
• Experience with Active Directory and Group Policy administration required
• Experience with 1Pv4 networking environment required
• Experience with SAN/NAS storage environments preferred.
• Experience with Server Hardware and Software troubleshooting required.
• Experience with VMware or other Virtualization Technologies required.
• Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task.
• Ability to work and be a leader in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.
• Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
Certificates, Licenses, Regulations
• Microsoft MCP and/or MCSE certificate or related fields of study preferred
• Must be able to obtain and maintain a Class A gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.
Physical Demands and Work Environment
Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement daily with sedentary work, occasional bending and crouching. There are no adverse conditions, but employee is exposed to tobacco smoke on a regular basis. This is a 24 hour, 7 days a week work operation.