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PC App Support Specialist

4 months ago

Waterloo, United States del Lago Resort and Casino Full time
POSITION SUMMARYThe PC App Support Specialist performs assigned duties in the IT Department including, but not limited to, PC workstations, Software, Property AV Systems, POS, and provides help desk requests as well as assistance. He/She will demonstrate Old-World Hospitality and Charm while enforcing the Responsible Gaming Plan as well as adherence to Internal Control Procedures.

GENERAL ACCOUNTABILITIESThe following statements are intended as general illustrations of the work in this class and are not all-inclusive.

  • Setup and prepare computer equipment for operation, in accordance with Information System policies and user needs.
  • Perform preventative maintenance procedures on all computer equipment on a scheduled basis.
  • Perform basic troubleshooting of hardware and software on all systems. Utilizes contracted vendor for assistance as needed in the troubleshooting process.
  • Assist users with problems encountered while using systems and escalates problems as appropriate.
  • Utilizes the departmental problem management tool and maintains detailed logs of problem/resolution activities.
  • Maintains the security and integrity of computers and proprietary materials.
  • Utilizes rigorous logic and methods to solve difficult problems with effective solutions. Probes all possible sources for answers.
  • Monitors, manages, maintains and administers the server environment including Active Directory, Exchange, SQL database and applications.
  • Secure all servers and prepares, as well as monitors, a disaster recovery, including backups of servers.
  • Provide repair and upgrades for hardware, networks and software.
  • Develop and maintain an accurate inventory of all technology parts and equipment.
  • Installs hardware and software systems.
  • Assists with gaming and non-gaming hardware and software.
  • Remain current in the utilization of technology in the field of education by attending training sessions, seminars and workshops.
  • Ensures compliance with all policies, procedures, federal, state, and local laws and regulations, as applicable.
  • Conduct him/her in a gracious, kind and warm manner that creates a sense of fondness, as well as professional, courteous and responsive manner, which reflects positively on the company and its core values.
  • Other duties as assigned.
WORKING CONDITIONSMust have ability to:
  • Communicate effectively with all levels of Team Members, guests and outside contacts.
  • Work effectively in a fast paced environment.
  • Move around all work areas effectively and efficiently.
  • Work long hours, including nights, weekends and holidays.
  • Extended time seated as well as on your feet.
JOB QUALIFICATIONSAny combination of education, experience and training that provides the required knowledge, skills and abilities.2-3 years computer networking and/or support experience.Excellent customer support skills with 1 to 2+ years of high-level technical support in Windows environment. 2+ years technical experience with computer software, including the installation and configuration of Windows programs. Majority of experience should be in the area of hardware repair, or equivalent combination of education and experience. Degree in IT preferred. Ability to present self in a professional, pleasant, confident and well-groomed manner.Ability to perform basic math. Skill in preparing and maintaining records, writing reports and responding to correspondence.Ability to work with the public and diverse departments and vendors. Full knowledge and understanding of company and departmental rules and regulations, policies and procedures.Ability to read, write, and communicate verbally in English. Knowledge of Microsoft Desktop O/S, Office, anti-virus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

REGULATORY AND COMPLIANCE RESPONSIBILITIESIn addition to the other duties described herein, each and every Team Member has the following responsibilities related to compliance with laws and regulations:
  • Attend required training sessions offered by the casino.
  • Obtain required license(s).
  • Perform the duties described in compliance with local laws and regulations.
  • Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
  • Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member's department.
  • Have knowledge of the Property's programs to address problem gambling.
  • Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls.
  • Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management
  • Report any acts of wrongdoing on behalf of any Team Member that they have knowledge of.


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