The Computer Operator I is an entry-level position responsible for the continuous monitoring and basic troubleshooting of operating systems and equipment within a 24x7x365 Video Lottery Terminal (VLT) Operations Center. This role ensures strict adherence to operational procedures, checklists, policies, and national IT best practices to maintain system integrity and uptime. The operator will support the secure and efficient functioning of gaming systems by identifying issues, escalating incidents appropriately, and maintaining accurate logs and reports.
Standard shift hours are 12:00 PM to 12:00 AM (12-hour shifts).
• Conducts entry-level troubleshooting of host systems, middleware, applications, and tools by following established procedures under supervision.
• Monitors network operations by verifying tool availability, using diagnostic tools to confirm service status, and identifying, documenting, escalating, and reporting anomalies as needed.
• Oversees logical security using approved tools and procedures to ensure compliance and system integrity.
• Performs routine system and server monitoring to verify operational health, detect issues, and escalate incidents in accordance with standard protocols.
• Troubleshoots basic network technologies, including IP-based devices and backbone transport systems, using existing tools and under guidance.
• Executes operational checklists with precision to support draw processing, day-end processing, system balancing, file maintenance, change requests, report and file transfers, messaging, jackpot tracking, and customer service requests.
• Coordinates and fulfills internal and external customer requests, ensuring proper validation, tracking, escalation, and follow-up in line with established guidelines.
• 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.
• Recommends updates or improvements to operational procedures and checklists to enhance efficiency and accuracy.
• Complies with Service Level Agreements (SLAs) by meeting defined performance standards and timelines.
• Adheres to IT best practices and audit requirements to maintain operational excellence and compliance.
• Supports local testing efforts by following defined testing policies and procedures.
• Monitors and troubleshoots automated functions, ensuring tool availability and accurate issue detection, documentation, and escalation.
• Engages in professional development by completing assigned learning plans, participating in mentoring, tracking progress, and communicating career goals
Education & Experience:
• Associate degree in a technical field (or equivalent) or 1–2 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.
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