System Support Analyst I

At Aristocrat, we are committed to bringing happiness to life by harnessing the joy of play. The Aristocrat Class II (ASCC2) Systems Support Analyst I supports the day-to-day operation of critical systems across the Aristocrat Class II environment, ensuring 24/7/365 operational stability and availability.

Responsibilities

• Monitor and support enterprise systems, networks, and applications in a highly regulated environment to maintain system availability and performance.
• Respond to incidents received through phone, email, monitoring tools, and ticketing systems, prioritizing issues and working toward timely resolution.
• Create, update, and manage service tickets, ensuring accurate documentation, categorization, prioritization, and closure.
• Remotely troubleshoot and resolve issues involving servers and network infrastructure.
• Coordinate incident response activities, including communications, escalation, tracking, and resolution of critical issues.
• Monitor system alerts, identify potential issues, and follow established incident management procedures to minimize service disruptions.
• Partner with engineering, field technicians, and other teams to resolve operational and technical issues and support ongoing system reliability.
• Support scheduled jobs, installations, system configurations, upgrades, and implementation activities, including required documentation and service requests.
• Maintain clear and timely communication through status updates, incident reporting, and collaboration tools during service events and outages.
• Adhere to remote access, security, and regulatory compliance requirements, including Tribal Gaming regulations.
• Analyze recurring issues and trends, contribute to process improvements, and develop documentation, procedures, and knowledge base articles to support operational efficiency.

Requirements

• An Associate degree in information technology or 2+ years of validated experience in comparable areas, or equivalent experience, is preferred.
• Ability to obtain a gaming license in all jurisdictions where Class II products operate.
• Solid understanding of computer networks, hardware, software, and relevant certifications such as CompTIA A+ or Network+ are a plus.
• Familiarity with Hypervisors/Virtual Machines, Replication, SQL, Postgres, Kubernetes, and data backup and recovery processes.
• Experience with system monitoring tools and troubleshooting techniques.
• Excellent problem-solving and analytical skills capable of identifying and solving problems effectively in a fast-paced environment.
• Strong written and verbal communication skills, with the capacity to operate independently and collaborate multi-functionally among colleagues.
• Ability to read, write, speak English, and communicate technical information clearly to non-technical staff.
• Bold demeanor with a determination to continuously improve and ability to collaborate effectively within a team.
• Travel required - 0-25%.

Physical Requirements

• Assigned duties are accomplished primarily in an office/production setting.
• Ability to maneuver around an office/production setting, work at a desk/workstation, and respond to written and oral cues.
• Must have the manual dexterity to operate a computer and other vital office/production equipment.
• May be required to bend, reach, and lift up to 50 lbs.

Benefits

• Comprehensive benefits package, including health, dental, and vision insurance.
• Paid time off.
• 401(k) plan with employer matching.

More details available at https://atibenefits.com/.

Pay

$38,500 - $71,500 per year. Final offers will be based on experience level, education, skills, work location, and internal pay equity.

This role is subject to mandatory background screening and regulatory approvals, including criminal background checks, fingerprinting, and obtaining licenses or registrations with applicable gaming regulatory authorities.