Gaming Systems Specialist in Manistee, Michigan at Little River Casino Resort

SUMMARY:

Assist with managing and maintaining gaming business system applications (i.e. Slot Data System, Player Tracking System, and Count Room Systems). Coordinate and organize data processing functions. Assist Technical Support and Services Administrator with Help Desk. Maintain a compliant state of the Gaming Systems of the department. Perform organizational data processing functions. Perform basic maintenance and repair on all IT administered equipment.

Assist and do what you and your department can to create a fun, exciting entertainment experience for our guests and engaging, inclusive, supportive work environment for our team members.

MINIMUM NECESSARY QUALIFICATIONS:

Education:

● High School diploma or GED

● 2-year degree in a computer related discipline and 2 year of computer support experience or 3 years of work-related computer support experience

● Windows 7 knowledge (and above), Comp TIA A+ certification (or ability to demonstrate proficiency and must gain within 89 days of employment, maintain during employment)

Experience:

● 2 years progressive hands-on experience supporting Casino Management Systems

● Experience working with a Tribally run casino and/or resort preferred

A documented and verifiable combination of education and experience may be substituted for degree requirements.

Age Requirement:

● At least 21 years of age

SKILLS AND ABILITIES:

● Basic computer skills with experience in word processing, databases, and spreadsheets

● Basic organizational, written and verbal communication skills

● Basic professional telephone etiquette

● Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery

● Accurate and detail-oriented

● Excellent problem-solving skills

● Maintain high confidentiality

● Independently manage multiple tasks in a professional manner

● Ability to work independently with minimal supervision

● Ability to work cooperatively with all departments

● Ability to manage extensive amounts of paperwork

● Ability to operate most office equipment (computer, fax, copier, etc)

● Ability to communicate technical concepts in a non-technical manner

CONDITIONS OF EMPLOYMENT:

Conditions of employment with Little River Casino Resort include passing a pre-employment drug test excluding marijuana, a background investigation to secure a license from the Little River Band of Ottawa Indians Gaming Commission, passing Resort background check to meet the employment eligibility requirements as they pertain to the position and successfully completing a 90-day introductory period.

Individual must not have been charged or released from employment or involved in anything which could be considered a liability to the Resort, e.g. harassment, theft, violence, or integrity issues.

Knowledge, Competences, and Talents:

● Accountable - Accept responsibility and account for actions

● Collaborate - Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests

● Communication – Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors

● Guest Orientation - Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner

● Confidential - Will maintain and abide to the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information

● Detail Oriented – Ability to pay attention to the minute details of a given project or task

● Diversity – Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type

● Emotional Intelligence - Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and in alignment with the organization's core values

● Empathetic – Appreciates and sensitive to the feelings of others

● Ethical - Demonstrates conduct conforming to the highest-level set of values and accepted standards

● Interpersonal skills - Able to work effectively with guests, team members, management team, and vendors

● Judgment - Makes well-reasoned and timely decisions based on careful, objective review and informed data

● Organized – Possesses the trait of being organized and follows a systematic method of performing a task

● PC skills - Demonstrates proficiency in PC hardware, software and applications as required

● Policies & Procedures - Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems

● Problem Solving – Understands and identifies existing and potential departmental problems / issues by obtaining relevant input, information and data and objectively evaluates and develops recommendations, develops, and evaluates alternative course of action, selects correct course, and follows up

● Professional Attitude – Value, motivate and appreciate each individual you interact with in your office, your department(s), the Casino, the community and all of our guests

● Reliable – Is dependable and trustworthy

● Respectful and Honest / Acts with Integrity - Is truthful and credible in the workplace with team members, management team, guests, and vendors

ESSENTIAL DUTIES AND RESPONSIBILITIES:

● Provides Help Desk Support when scheduled.

● Supports and maintains the integrity of all application systems.

○ Casino Management System (OASIS)

○ Count Room System

○ MGT Kiosk System

● Supports all functions of the Gaming Systems Area.

● Performs basic SQL performance monitoring.

● Performs basic select queries.

● Answers, evaluates, and prioritize service requests received via telephone, voice mail, e-mail, and in-person for the user's computer performance.

● Accurately logs and tracks calls in the help desk management software.

● Isolates performance issues to determine cause of hardware malfunctions, such as hard drive, modem, printer, cables, or telephone.

● Updates and maintains all service packs and updates for all workstations and servers as instructed.

● Records resolution information in the help desk knowledge management database. Expands on the current online help desk application in detail.

● Contacts software and hardware vendors via voice or online systems to research problems and determine recommended solutions.

● Brainstorms with team members to resolve more complex problems and escalate difficult issues to Team Leads for more technical assistance.

● Performs initial program load and user-specific setup for standard desktop applications.

● Performs daily checks to verify system availability.

● Troubleshoots PC hardware and software problems and identify, categorize, and resolve PC hardware and software application problems.

● Tests and deploys new software and procedures, installation, conversion, and upgrade activities.

● Provides password administration on server domains for users.

● Resolves remote access issues, printing issues, and network connectivity issues.

● Analyzes and corrects problems using documented procedures, available resources, and personal knowledge and skills.

● Maintains computer and equipment inventory and records repair documentation.

● Provides basic desktop and technical support services of all systems to end users as required.

● Provides basic maintenance and repairs to all computer hardware systems including printers, file servers, tape backups, communication servers, and other related equipment.

● Must satisfactorily complete all training assigned by the Resort.

● Must adhere to safety rules and regulations of Little River Casino Resort and the IT department.

● Other duties as assigned.

PHYSICAL DEMANDS:

While performing the duties of this job, the team member may be required to frequently stand, walk, sit, bend, twist, talk, hear, and perform repetitive motions. There may be prolonged periods of sitting, keyboarding, and reading. Must have manual dexterity necessary to manipulate all computer/video equipment. Must be able to perform repetitive hand and wrist motions. The team member must occasionally be able to push, pull, grasp, lift and/or move up to 50 pounds routinely. Any lifting and/or moving over 50 pounds needs to be done in a team lift. Specific vision abilities required by this job include reading, document, computer, distance, and color vision. Talking and hearing are essential to communicate with team members, vendors, and guests in individual, department, small and/or large group meetings. Communication in face-to-face discussions, telephone, emails, and other electronic ways required. Must be able to operate computer equipment for extended periods of time. Must be able to navigate stairs and work at high elevations.

WORKING ENVIRONMENT:

A working environment is the setting, social features, and physical conditions in which a job is performed. The general working environment for the Resort is office, gaming floor, food outlet, hotel and convention/entertainment center including flashing lights, frequent loud noises, and a smoke-filled environment. Must be flexible with work schedule for any hours and/or shift, as assigned, according to business needs. Occasional overtime required. Occasionally must deal with angry or hostile individuals. Extensive computer use.

DISCLAIMER OF EMPLOYMENT:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job description. It shall govern all positions as defined in the Team Member Handbook. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

All Little River Casino Resort Team Members are responsible to ensure they are in compliance with Little River Casino Resort Policies and Tribal Gaming Regulations.

ACKNOWLEDGMENT:

I have reviewed the content and description of the above listed position and have been provided a copy of the description. I certify that I am able to perform the essential functions of this position as outlined in this description, with or without reasonable accommodation.