Service Desk Analyst

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co. We’re building bridges between online, social and land-based gaming businesses to create amazing, integrated experiences that keep players in the game.

The Service Desk Analyst will be responsible for providing technical assistance and support to end-users, resolving issues related to computer systems, software and hardware. As the first point of contact for all IT-related queries, the Service Desk Analyst will ensure a high level of customer satisfaction. This position is critical in fostering positive customer relationships and requires a strong customer service orientation and excellent interpersonal skills to provide effective support to a diverse population.

The Service Desk Analyst's primary focus will be to provide first-level IT support to RSI staff members, including helping them learn how to use new systems, resetting passwords and resolving other Tier 1 helpdesk issues.

What You'll Do:

• Respond to end-user requests for technical assistance, assess problems, and provide timely and effective solutions via phone, email, or in-person.
• Be an advocate for IT and InfoSec department to the organization and encourage all users to adhere to corporate IT and InfoSec policy and security best practices.
• Diagnose and resolve technical hardware and software issues, including troubleshooting computer systems, networks, and peripheral devices.
• Log all support requests and incidents in the helpdesk ticketing system, ensuring accurate documentation and timely resolution.
• Escalate unresolved issues to higher-level support teams or third-party vendors as needed.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Provide guidance and training to users on software applications, system functionalities, and best practices.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides technical documentation as needed
• Monitor and manage system performance, identifying and addressing potential issues proactively.
• Assist with IT asset management, including inventory tracking and lifecycle management.
• Participate in IT projects and initiatives, contributing technical expertise and support as required.
• Stay current with industry trends, emerging technologies, and best practices in IT support and helpdesk management.

What You'll Bring:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Proven experience in Customer Service, Helpdesk Analyst or in a similar IT support role.
• Experience with O365 Applications.
• Experience with ITIL Framework and Practices
• Proficiency in troubleshooting and resolving technical issues.
• Familiarity with helpdesk ticketing systems and remote support tools.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and the ability to work under pressure.
• Ability to manage multiple tasks and priorities effectively.
• Certification in CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar is a plus
• Strong knowledge of popular operating systems (Microsoft Windows, Apple macOS, Linux), and software applications like (Microsoft Office, Sharepoint).
• Ability to solve hardware and software issues
• Very good mastery of English
• Excellent interpersonal skills
• Good written and verbal communication skills
• A sense of ownership and a passion for technology
• Critical thinking skills, decisive judgment and the ability to work with minimal supervision
• Able to travel occasionally both domestically and internationally

This role spans a wide breadth of experience at Rush Street Interactive, welcoming candidates with diverse experiences, backgrounds, and locations. The pay range reflects potential variations in experience, skills, and location. The pay range does not reflect total compensation, which includes base pay, benefits, and/or bonuses. For candidates outside the US (Canada, Europe, Latin America), we take a locally informed approach to compensation and will share specific ranges based on your country of residence.

Location Eligibility (for nationwide roles): Open to candidates in eligible locations in the Continental US or Canada.

Location Eligibility (for other roles): Location requirements may vary and will be specified in the job posting.

Canada Benefits:

• Comprehensive health coverage (medical, prescription drugs, vision, and paramedical services)
• Competitive dental plan with strong coverage for basic, major, and orthodontic services
• Annual Health Care Spending Account (HCSA) to support your personalized wellness needs
• 24/7 virtual healthcare access for you and your eligible dependents
• Life, disability, and AD&D insurance for financial peace of mind
• Wellness-focused perks including mental health support and rewards programs
• RRSP and company DPSP contribution, up to 100% of the first 4%
• Parental leave top up policy
• Paid vacation and sick time

Pay Range for candidates in Canada:

$38,000—$40,000 CAD

What Makes Us Great:

• Comprehensive compensation
• Work-life balance initiatives
• Autonomy – we embrace personal freedom and responsibility
• Creativity – we are open to new ideas of how we can be better
• Growth – we want you to develop personally as well as professionally
• Top-notch professionals who are passionate about what they do
• People-oriented environment and supportive atmosphere

As a rapidly growing company in an emerging industry, you’ll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.

Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, national origin, ancestry, sex, sexual orientation, sexual identity and expression, marital status, family status, lifestyle, age, culture, religion, military and veteran status, citizenship, or disability.

Be at the forefront of this ground-breaking industry! Apply now!

Rush Street Interactive uses AI-assisted tools at select stages of the hiring process to enhance efficiency, consistency, and communication. AI does not make hiring decisions - final decisions are made exclusively by our recruiting and hiring teams.

Rush Street Interactive participates in E-Verify for U.S.-based positions. As required by federal law, we provide the following notices to all prospective U.S. employees:
E-Verify Participation Notice (English/Spanish) (https://rushstreet.cdn.prismic.io/rushstreet/aiGqugeQX7-eWvvC_E-VerifyParticipationNotice-English%26Spanish-.pdf)
Right to Work Notice (English/Spanish) (https://rushstreet.cdn.prismic.io/rushstreet/aiGqvQeQX7-eWvvD_RighttoWorkNotice-English%26Spanish-.pdf)

- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. - Proven experience in Customer Service, Helpdesk Analyst or in a similar IT support role. - Experience with O365 Applications. - Experience with ITIL Framework and Practices. - Proficiency in troubleshooting and resolving technical issues. - Familiarity with helpdesk ticketing systems and remote support tools. - Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. - Strong problem-solving skills and the ability to work under pressure. - Ability to manage multiple tasks and priorities effectively. - Certification in CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar is a plus. - Strong knowledge of popular operating systems (Microsoft Windows, Apple macOS, Linux), and software applications like (Microsoft Office, Sharepoint). - Ability to solve hardware and software issues. - Very good mastery of English. - Excellent interpersonal skills. - Good written and verbal communication skills. - A sense of ownership and a passion for technology. - Critical thinking skills, decisive judgment and the ability to work with minimal supervision. - Able to travel occasionally both domestically and internationally.