Helpdesk Analyst

Rush Street Interactive

4h•Hybrid

About The Position

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. We are seeking a dedicated and knowledgeable Helpdesk Analyst to join our IT support team. The successful candidate 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 Helpdesk Analyst will ensure a high level of customer satisfaction. This position is critical in promoting a positive customer relationship and requires a strong customer service orientation and excellent interpersonal skills to provide effective support to a diverse population. Your 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 addressing other tier 1 help desk issues. This is a 24/7 Hybrid position.

Requirements

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
1+ years of experience in a Helpdesk Analyst, IT Support, or similar role, with demonstrated ability to independently resolve technical issues.
Strong working knowledge of Microsoft 365 applications and collaboration tools.
Familiarity with ITIL principles and service management practices.
Demonstrated ability to troubleshoot and resolve complex technical issues across operating systems (Windows, macOS, Linux) and common business applications.
Experience with helpdesk ticketing systems and remote support tools.
Strong communication skills with the ability to translate technical concepts into clear, user-friendly guidance.
Proven ability to manage competing priorities and make informed decisions in a fast-paced environment.
Strong problem-solving and critical thinking skills with the ability to work independently and exercise sound judgment.
Experience advising users on best practices and preventative solutions.
High level of ownership, accountability, and commitment to continuous improvement.
Able to travel occasionally both domestically and international

Nice To Haves

Certifications such as CompTIA A+, MCITP, or similar are a plus.

Responsibilities

Serve as a primary point of contact for end-user technical support, independently assessing issues and determining appropriate solutions across hardware, software, and network environments.
Apply sound judgment to diagnose, prioritize, and resolve technical issues, ensuring timely and effective outcomes aligned with business needs.
Act as a trusted advisor to employees by promoting IT and Information Security best practices and ensuring adherence to corporate policies.
Manage and document support requests within the ticketing system, ensuring accuracy, completeness, and appropriate prioritization.
Determine when escalation is necessary and coordinate with internal teams or external vendors to drive resolution.
Configure, implement, and maintain end-user systems, applications, and devices, ensuring optimal performance and usability.
Provide guidance, training, and documentation to users to improve system adoption and reduce recurring issues.
Proactively monitor system performance and identify trends or recurring issues, recommending solutions to improve efficiency and stability.
Support IT asset lifecycle management, including tracking, maintenance, and optimization of hardware and software resources.
Contribute to IT projects and initiatives by providing technical expertise, recommendations, and hands-on support.
Stay informed on emerging technologies, tools, and best practices to continuously improve service delivery and user experience.