Starting Wage: $67,725.00/annually

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, 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, Node.js).
• 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.

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.