Computer Operator I

Overview

Position Summary:
The Computer Operator II is a mid-level technical role responsible for the proactive monitoring, advanced troubleshooting, and operational support of systems and infrastructure within a 24x7x365 Video Lottery Terminal (VLT) Operations Center. This position plays a key role in maintaining system availability, performance, and security by executing complex procedures, analyzing system alerts, and coordinating incident response. The Operator II ensures compliance with operational standards, IT best practices, and regulatory requirements while mentoring junior staff and contributing to process improvements. This role requires strong technical acumen, attention to detail, and the ability to work independently in a high-stakes, regulated environment.

- Standard shift hours are 12:00 PM to 12:00 AM or 7:00 PM to 7:00 AM (12-hour shifts with an hour lunch)
- Will work 7 Shifts (3 days one week and 4 the other) over the course of each two week pay period, including every other weekend (Fri, Sat and Sun)

Responsibilities: 

•    Support the daily operations of enterprise computer systems, ensuring consistent performance and availability.
•    Independently execute tasks outlined in daily operational checklists, escalating issues as needed.
•    Generate, review, and validate system reports and outputs for accuracy and clarity prior to distribution.
•    Identify and report system issues or anomalies to senior operators or the Technology Section Supervisor.
•    Respond to customer inquiries and service requests, ensuring timely and appropriate follow-up actions.
•    Assist in system recovery efforts and incident response to restore normal operations efficiently.
•    Adhere to established escalation protocols within Computer Operations and across interdependent departments.
•    Provide onboarding and procedural training to new team members as assigned.
•    Offer operational support to senior computer operators and assume their responsibilities during absences.
•    Accurately document incidents, issues, and resolutions using the designated tracking system.
•    Ensure compliance with SSAE 18 audit standards and maintain all required documentation and controls.
•    Participate in continuous improvement initiatives and contribute to the development of operational procedures.
•    Escalates critical system issues in accordance with contractual obligations to prevent downtime and avoid potential liquidated damages.
•    Maintains frequent communication with software engineers, managers, and Enterprise Systems staff across all shifts to coordinate issue resolution and ensure operational continuity.
•    Performs first-tier troubleshooting and initial diagnostics of system and network issues, escalating, when necessary, based on capability and scope.
•    Follows established policies and procedures for the majority of operational tasks, escalating exceptions to senior operators or management for resolution.
•    Operates and monitors multiple operating systems and applications, demonstrating a working knowledge of diverse platforms in a regulated environment.
•    Communicates regularly with gaming venues and regulatory agencies via telephone and email to address operational issues, ensure compliance, and maintain effective working relationships. These interactions are frequent and carry moderate to high operational impact.
•    Assist in implementing approved changes, including configuration updates and system modifications, following change control procedures.
•    Perform additional duties and responsibilities as assigned by leadership.

Requirements

Education & Experience:
•    Associate degree in a technical field (or equivalent) or 2-3 years of relevant experience in IT operations or a similar environment.

Technical Proficiency:
•    Basic command-line navigation and operations in Unix, Linux, AIX, VMS, and DOS environments.
•    Working knowledge of FTP/SFTP protocols for secure file transfers.
•    Proficient in Microsoft Office Suite (Outlook, MS Teams, Word, Excel, PowerPoint, etc.) and familiar with PC operating systems.

Communication & Interpersonal Skills:
•    Strong verbal and written communication skills, including professional phone etiquette.
•    Customer service experience is a plus.

Work Ethic & Personal Attributes:
•    Self-motivated with a strong sense of urgency and initiative.
•    Excellent listening, organizational, and planning skills.
•    High attention to detail and accuracy.

Work Schedule & Environment:
•    Must be available to work 12-hour shifts, including nights, weekends, and holidays.
•    Ability to work both independently and collaboratively in a team-oriented environment.

Physical & Other Requirements:
•    Ability to sit or remain in a stationary position for extended periods (up to 12 hours).
•    Frequent use of hands and fingers to operate computer systems, keyboards, computer mouse and monitoring tools.
•    Visual acuity to view multiple monitors and detect system alerts or anomalies.
•    Occasional bending, reaching, or lifting of items up to 20 pounds (e.g., equipment, reports).
•    Ability to work in a secure, climate-controlled operations center environment with low to moderate noise levels.
•    Must successfully complete a company-administered criminal background check and obtain a Gaming License, which includes passing a comprehensive background investigation comparable to FBI standards.