Apps Specialist Lead (Internal Applicants Only)

Starting Wage: DOE

Company Standards

At Angel of the Winds the Worlds 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 troubleshooting and communicating issues related to CMP & SDS.
• Evaluate and manage the ticketing queue provide guidance to tier 1 staff and escalate issues to tier 2 app support as necessary.
• Manage testing changes and upgrades for new services and application deployments.
• Work with Project Manager in execution of application installs integrations and upgrades.
• Provide comprehensive technical support for core business applications including Microsoft Server 2019 Active Directory management VMware and SQL Server 2019.
• Maintain troubleshoot and assist with the management of database maintenance and web technologies such as IIS and modern web development frameworks (e.g. PHP ).
• Design and deliver training sessions on IT systems enhancing staff competency and system efficiency.
• Constant monitoring for potential IT issues aiming for proactive problem resolution and minimal system downtime.
• Develop comprehensive documentation for IT support teams to ensure effective problem resolution and system management.
• Stay updated with the latest advancements in IT solutions software and hardware within the gaming industry to recommend strategic upgrades.
• Ensure compliance with Tribal State Federal and NIGC regulations.
• Provide 24x7x365 support for essential IT systems including participation in after-hours on-call rotation and availability for nights weekends and holidays as required.
• Lead in knowledge transfer and onboarding for new Application Specialists.
• Participate in off-site professional development opportunities.

Qualifications

• Exceptional guest service skills required.
• AA degree in Computer Science Information Technology or related field; or equivalent combination of education and significant experience in IT systems within a Microsoft network operating environment.
• Minimum four years of hands-on experience in IT support with at least two years in a casino or gaming setting preferred.
• Required experience with Microsoft Server Environment (2019) Active Directory and Group Policy administration modern IPv4/IPv6 networking VMware or other virtualization technologies
• Exceptional guest service and organizational skills with the ability to communicate technical information effectively to non-technical staff.
• Exceptional documentation skills and experience in developing training and procedural materials for IT systems.
• Proven ability to lead in a challenging environment handle sensitive issues maintain confidentiality and build effective working relationships at all levels.
• Must be customer service oriented with strong attention to detail problem-solving organizational and time management skills.

Certificates Licenses Regulations

• Must be able to obtain and maintain a Class A/3 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. This is a 24 hour 7 days a week work operation. There are no adverse conditions but employee is exposed to tobacco smoke on a regular basis.