IT Application Support Analyst - Thackerville, United States - The Chickasaw Nation

Description

We are currently looking for a Full Time IT Application Support Analyst to join our IT Product Management team located at the WinStar IT Data Center working .

• Maintains files, logs, and records
• Answers the phone, transfers calls, takes messages and screens calls per guidelines for areas served
• Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
• Responds to telephone calls, email, and chat requests for support
• Communicates with customers to identify and diagnose issue(s)
• Troubleshoots problems using scripts and checklists as guides
• Provides effective solutions to technical issues
• Creates work orders as needed
• Escalates situations as appropriate
• Utilizes standard templates and manufactured articles to document ITSM services and processes
• Takes ownership of customer issues to resolve in a timely manner
• Defines system requirements and specifications
• Plans, designs, develops, tests, implements and maintains desktop applications and/or multi-user databases that facilitate the timely, efficient and accurate collection, analysis and management of key clinical data in support of process improvement activities, internal/external reporting requirements and emerging healthcare-related initiatives
• Develops efficient data management and reporting systems; executes effective methodologies to move current reports to new platforms for improved performance; notes and resolves issues around data collection and accuracy in reporting
• Collects requirements regarding potential system enhancements or new system implementation and prepares details of specifications needed; prioritizes and implements requested changes to the system
• Collaborates with technical teams to ensure proactive support
• Maintains and tests processes related to business continuity
• Identifies, researches, and resolves application-related issues by responding to tickets created in the Incident Management System in a timely manner
• Assists in the configuration and troubleshooting of integrated third-party software and peripherals
• Assesses the customer's business need or problem using online tools and analytical thinking to diagnose and resolve the issue or business need
• Develops, implements and schedules preventative maintenance activities for all necessary facilty components
• Provides first class customer service - courteous and helpful to all internal and external customer types
• Answers questions in a courteous and professional manner
• Partners with internal and external services as needed to ensure appropriate referral is made
• Greets and engages with a smile
• Determines and meets needs
• Seeks positive experience and outcomes
• Completes all training and development requirements and participates in continuing education opportunities
• Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
• Shares responsibilities for maintaining adequate supplies and equipment
• Maintains general upkeep of work area and maintains a safe environment
• Observes and addresses potential environmental hazards and risks
• Maintains and promotes professionalism
• Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
• Adheres to Chickasaw Nation dress code standards
• May provide break coverage for others as assigned
• May augment staff in other areas as needed based on staffing and needs ratio in regularly assigned unit
• Maintain knowledge of and follow all laws, rules, regulations, policies and SOPs for assigned area, e.g. MICS, TICS, hospital standards, health codes, food sanitation, accounting principles, etc.
• All other duties as assigned

• Follow instructions, both written and oral
• Adhere to all scheduling and attendance requirements
• Maintains strict confidentiality in all matters
• Extreme customer-focused behavior
• Must be able to work quickly, efficiently and accurately
• Must be detail-oriented
• Must be self-motivated
• Ability to work independently
• Honesty, truthfulness, reliability, accountability
• Read, understand and apply regulations and policies
• Must possess strong knowledge of technology platforms
• Become proficient in any new technology in a timely manner
• Experience using a common IT Framework
• Ability to multitask
• Organizes work and assigned area logically and orderly
• Define problems, collect data and establish facts
• Identify, analyze and repair routine machine problems
• Establishes professional working relationships
• Builds effective working relationships
• Communicates verbally with team, departments, guests and management

• Basic Computer skills

• 3 years directly related experience

• Bachelors Other

• Pass gaming background check
• Pass general background check
• Standard Driver's License
• Gaming license or permit as required by assigned position

• May work where cigarette smoking occurs
• Mix of office/non-office settings
• Pass pre-employment drug test
• Hand-eye coord, reach and grasp
• Sometimes lift and or carry up to 25 lbs
• Sitting up to 50% of shift
• Standing up to 50% of shift
• Visual acuity for detail, distance, color, depth perception
• Walk up to 50% of shift
• Subject to working environment at other locations