SUMMARY:

Performs organizational data processing functions and performs basic maintenance and repair on all IT administered equipment. Assists the Systems Manager with administering and maintaining non-gaming systems on property. 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

Experience:

1-year progressive hands-on experience with non-gaming systems like Point of Sale (POS) and Hotel (PMS) applications.
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 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
Basic problem-solving skills
Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery
Accurate and detail-oriented
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 all office equipment (computer, fax, copier, etc.

)

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 as you lead your department
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
Success of all
Ability to professionally, fairly, and correctly direct and supervise staff towards their personal and professional success

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides Help Desk Support when scheduled.
Answers, evaluates, and prioritizes service requests received via telephone, voice mail, e-mail, and in-person for 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 help desk knowledge management database and expands on 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 escalates difficult issues to Team Lead 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 identifies, categorizes, and resolves 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.
Assists the Systems Manager with managing and maintaining the integrity of all application systems: ○ Point of Sale Applications (InfoGenesis, Spa Insight) ○ Finance Systems (Sage Intacct) ○ Human Resources Systems (ADP) ○ Hotel Property Management System (OPERA) ○ Inventory Management System (YellowDog) ○ And others
Must satisfactorily complete all training assigned by the Resort.
Must adhere to safety rules and regulations of Little River Casino Resort and the Information Technology 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. Any lifting and/or moving over 50 pounds needs to be done in a team lift. Must be able to navigate stairs and work at high elevations. 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.

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.

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. 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