Helpdesk Analyst

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.

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.

What You’ll Do:

• 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.

What You’ll Bring:

• 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.
• Certifications such as CompTIA A+, MCITP, or similar are a plus.
• High level of ownership, accountability, and commitment to continuous improvement.
• Able to travel occasionally both domestically and international #LI-HYBRID

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 variations in experience, skills, and location. The pay range does not reflect total compensation, which includes base pay, benefits, and/or bonuses. For candidates outside the US (Canada, Europe, Latin America), we take a locally informed approach to compensation and will share specific ranges based on your country of residence.

Location Eligibility (for nationwide roles): Open to candidates across the U.S.

Location Eligibility (for other roles): Location requirements may vary and will be specified in the job posting.

Benefits:

• Discretionary annual company bonus (Eligibility Varies by Role)
• 401(k) plan with 100% company match on the first 4%
• Comprehensive medical coverage (HSA & FSA plans), dental, and vision insurance
• Paid Time Off (Eligibility Varies by Role)
• Employee Assistance Program (EAP)

Pay Range

$50,000—$60,000 USD

What Makes Us Great:

• Comprehensive compensation
• Work-life balance initiatives
• Autonomy – we embrace personal freedom and responsibility
• Creativity – we are open to new ideas of how we can be better
• Growth – we want you to develop personally as well as professionally
• Top-notch professionals who are passionate about what they do
• People-oriented environment and supportive atmosphere

As a rapidly growing company in an emerging industry, you’ll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.

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.

Be at the forefront of this ground-breaking industry! Apply now!