Service Desk Analyst at Rush Street Interactive in Toronto, ON

Job description

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 v