Rushstreetinteractive
Service Desk Analyst
Toronto. Posted 9 days ago
The role
The Service Desk Analyst provides first-level IT support to RSI staff. This person will resolve hardware and software issues, reset passwords, and assist users with new systems.
What you will do
- Respond to end-user requests for technical assistance via phone, email, or in-person.
- Encourage users to adhere to corporate IT and InfoSec policy and security best practices.
- Diagnose and resolve technical hardware and software issues.
- Log support requests and incidents in the helpdesk ticketing system.
- Escalate unresolved issues to higher-level support teams or third-party vendors.
- Install, configure, and maintain computer systems, software applications, and peripheral devices.
- Provide guidance and training to users on software applications and system functionalities.
- Advise users on methods to resolve and avoid future issues.
- Monitor and manage system performance.
- Assist with IT asset management and inventory tracking.
Required qualifications
- 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.
- Strong problem-solving skills.
- Ability to manage multiple tasks and priorities effectively.
- Strong knowledge of Microsoft Windows, Apple macOS, and Linux.
- Knowledge of Microsoft Office and Sharepoint.
- Very good mastery of English.
Nice to have
- Certification in CompTIA A+
- Microsoft Certified IT Professional (MCITP)
- similar certification
Benefits
- Comprehensive health coverage (medical, prescription drugs, vision, and paramedical services)
- Competitive dental plan
- 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, up to 100% of the first 4%
- 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. They operate brands including BetRivers.com, PlaySugarHouse.com, and RushBet.co.