IT Service Desk Analyst

Provide first-level IT support at Rush Street Interactive, troubleshooting hardware, software, and network issues for staff through multiple channels.

As a Service Desk Analyst, you will serve as the first contact for IT queries from RSI staff members. You will reset passwords, resolve Tier 1 helpdesk issues, guide users through new systems, and support customer satisfaction. The work requires strong communication, interpersonal, and problem-solving skills.

Key Responsibilities:

• Respond to technical assistance requests by phone, email, or in person
• Diagnose hardware, software, network, and peripheral device issues
• Document incidents and requests in the ticketing system
• Escalate unresolved issues to support teams or vendors
• Install, configure, and maintain systems, applications, and devices

Requirements:

• Information Technology degree or equivalent experience
• Experience in customer service or IT support
• Experience with O365 applications and ITIL practices
• Proficiency troubleshooting technical issues and using ticketing systems
• Knowledge of Windows, macOS, Linux, and Microsoft Office

Apply technical troubleshooting, user guidance, and service desk expertise supporting Rush Street Interactive employees and systems.