Engineer I

Position Summary:

The Engineer I supports and maintains the technology infrastructure across a dynamic 24/7 casino environment. This role is responsible for installing, configuring, and maintaining hardware and software, supporting end users, ensuring system uptime, and participating in IT projects. The ideal candidate will possess strong problem-solving skills, a commitment to exceptional guest service, and the ability to thrive in a fast-paced, regulated industry.

Essential Functions:

• Provide first and second-level support for workstation, server, and network issues.
• Install, upgrade, and maintain gaming and non-gaming hardware and software.
• Support system users and resolve technical issues promptly.
• Provide preliminary diagnostics, isolating faults, and escalating complex problems to Engineer II and senior engineers.
• Follow Change Management protocols for all system updates and configurations.
• Analyze and resolve technical problems related to production systems, software, and communication tools.
• Perform audits, document SOPs, and assist with procurement-related tasks.
• Interface with vendors and collaborate with IT and business teams to address system-wide issues.
• Assist in deploying new technologies.
• Ensure compliance with regulatory, security, and audit requirements.
• Train end users and assist in technical documentation efforts.
• Provide outstanding service to fellow team members and maintain a professional appearance.

Physical, Mental & Environmental Demands:

• Must be able to lift and carry up to 50 lbs.
• Must be able to stand, walk, or sit for extended periods (minimum 4 hours).
• Ability to maneuver throughout all areas of the property including stairs and escalators.
• Must be able to work varied shifts, including nights, weekends, and holidays.
• Must tolerate loud noises, bright lights, and dusty environments.
• Manual dexterity to operate computers and office equipment.
• Ability to manage multiple tasks and adapt to shifting priorities under pressure.
• Must be able to read, write, speak, and understand English clearly.

Education and Experience:

• High school diploma or GED required; technical certifications are a plus.
• 2 years of experience in a technical support or IT operations environment.
• Working knowledge of desktop computing, networking concepts, and operating systems.
• Experience with gaming systems, POS, kiosk technologies, or similar casino-specific tech is highly desirable.
• Ability to work independently and collaboratively in a fast-paced, high-demand environment.
• Strong communication, documentation, and customer service skills.
• Must be 21 years of age.

Core Competencies:

• Technical Aptitude: Understands a variety of systems, networks, and hardware.
• Customer Focus: Delivers excellent service to internal and external customers.
• Accountability: Follows through on responsibilities and takes ownership.
• Communication: Clear and professional in both verbal and written formats.
• Adaptability: Maintains composure and flexibility in a 24/7 operational setting.

Required Certification/License:

• Must be able to obtain, and maintain the below license requirements:
  • Ohio Casino Control Commission Gaming License through the State of Ohio.
  • Sports Gaming License through the State of Ohio
  • Ohio Lottery Gaming License through the Ohio Lottery Commission
• JACK Entertainment covers all fees associated with obtaining your license (i.e. application cost, background fees, and fingerprinting costs)