Service Desk Analyst
The Service Desk Analyst is 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 analyst ensures 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 primary focus is to provide first-level IT support to Rush Street Interactive staff members, including helping them learn how to use new systems, resetting passwords, and resolving other Tier 1 helpdesk issues.
- 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 the IT and InfoSec department to Rush Street Interactive 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.
- Advise users on the methods, steps, and actions to resolve and avoid future issues and provide 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.
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience (required)
- Proven experience in Customer Service, Helpdesk Analyst or in a similar IT support role (required)
- Experience with O365 Applications (required)
- Experience with ITIL Framework and Practices (required)
- Proficiency in troubleshooting and resolving technical issues (required)
- Familiarity with helpdesk ticketing systems and remote support tools (required)
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users (required)
- Strong problem-solving skills and the ability to work under pressure (required)
- Ability to manage multiple tasks and priorities effectively (required)
- Certification in CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar (nice-to-have)
- Strong knowledge of popular operating systems (Microsoft Windows, Apple macOS, Linux), and software applications like Microsoft Office and Sharepoint (required)
- Ability to solve hardware and software issues (required)
- Very good mastery of English (required)
- Good written and verbal communication skills (required)
- A sense of ownership and a passion for technology (required)
- Critical thinking skills, decisive judgment and the ability to work with minimal supervision (required)
- Able to travel occasionally both domestically and internationally (required)
- 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
Rush Street Interactive is an online casino and sports betting operator founded in 2012 and headquartered in Chicago. It runs the BetRivers brand in regulated US states and Ontario, and RushBet in Colombia and Mexico. The company is listed on the New York Stock Exchange under the ticker RSI.