SCOPE AND MAIN PURPOSE OF JOB:
The IT Support Specialist is responsible for initial first level user assistance – one to one, phone support, documentation, problem diagnosis, and problem resolution and follow-up. The position understands and applies the knowledge of a customer service focused Help Desk/Line. No problem/issue is too large or too small. This position will report to the DBA Manager.
A. Effective management of service calls, problem reporting, problem research, problem diagnosis and problem resolution.
B. Review and monitoring of Key AS/400 applications and OS/400 operating system.
C. Review and monitor Windows Active Directory file serve and data communications equipment.
D. Knowledge of Microsoft Office Suite applications.
E. Provide maintenance of personal computers and associated computer equipment.
F. Provide implementation services on new software and hardware installations.
G. Ensure the security and safety of company information.
H. Other duties as assigned.
A. IBM AS/400 operating systems and applications.
B. Personal computers, file servers, communications equipment, PDAs, telephone, voice mail, etc. Microsoft Office Suite hand tools.
3. WORK AREA
A. Office and computer room environment.
B. Casino environment exposed to varied temperatures, noise, bright lights, alcohol and smoke. Casino is high energy 24/7 over 300,000 square feet .
C. Requires the willingness and ability to work extended hours and move throughout the facility with a sense of urgency when call upon.
4. PHYSICAL REQUIREMENTS
A. Sitting 25%
B. Walking 50%
C. Standing 25%
D. Lifting up to 60 lbs. 60 – 100 with assistance
E. Pulling and bending
F. Repetitive Keyboarding
5. EDUCATIONAL REQUIREMENTS
A. Prefer a two (2) year degree in Information Systems.
B. One (1) to three (3) year’s experience of direct systems.
C. Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission.
6. KNOWLEDGE, SKILLS, AND ABILITIES
A. Technical abilities demonstrated with PC’s, Windows Active Directory and hardware. IBM AS/400 applications and operating systems. Microsoft Office and miscellaneous systems.
B. Ability to provide various oral and written reports. Completion of projects on time and within budget. Ability to perform assigned duties under frequent time pressure.
7. GUEST RELATIONS
A. Always maintain a pleasant, friendly and welcoming attitude at all times. Have complete knowledge of all special events and promotional activities.