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About the Role

The Service Desk Analyst will provide technical assistance and support to end-users, resolving issues related to computer systems, software, and hardware. This role is the first point of contact for IT queries, ensuring a high level of customer satisfaction and fostering positive customer relationships.

Responsibilities

Respond to end-user requests for technical assistance, assess problems, and provide timely and effective solutions via phone, email, or in-person.
Act as an advocate for the IT and InfoSec departments, encouraging adherence 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 methods to resolve and avoid future issues and provide technical documentation.
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.
Stay current with industry trends, emerging technologies, and best practices in IT support and helpdesk management.

Requirements

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 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.
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.

Skills

O365 Applications
ITIL Framework and Practices
Troubleshooting technical issues
Helpdesk ticketing systems
Remote support tools
Communication skills
Interpersonal skills
Problem-solving skills
Task management
Priority management
Microsoft Windows
Apple macOS
Linux
Microsoft Office
Sharepoint

Location

Continental US
Canada

Work Type

Hybrid

Experience Level

Entry Level
Mid Level

Education Level

Associate's degree
Bachelor's degree

Salary/Compensations

$54,000—$71,000 CAD

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)
24/7 virtual healthcare access
Life, disability, and AD&D insurance
Wellness-focused perks including mental health support and rewards programs
RRSP and company DPSP contribution
Parental leave top up policy
Paid vacation and sick time

About the Company

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with its brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co.
The company is building bridges between online, social, and land-based gaming businesses to create amazing, integrated experiences.
As a rapidly growing company in an emerging industry, employees will have a huge impact on the product and the company.
The company values proactive team members, self-disciplined professionals who enjoy collaboration, having fun, and achieving together.
Rush Street Interactive is dedicated to treating everyone with respect and supporting professional and personal growth.

Equal Opportunity

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.
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), Right to Work Notice (English/Spanish).