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.

About the role

This role is responsible for creating service tickets, monitoring, troubleshooting, and maintaining enterprise systems to ensure 24/7/365 operational stability and availability. The SSA I is a frontline technical resource, handling incidents, service requests, and critical issues while coordinating with internal teams and field personnel. This position demands working in a high-availability, fast-paced environment, where rapid response and effective resolution are essential to maintaining system uptime.

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, along with 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 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. Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.