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 #LI-DNP
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)
- 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!
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 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Rush Street Interactive and has not been reviewed or approved by Rush Street Interactive.
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Leave & Time Off Breadth — Policies include generous paid time off, paid holidays and sick days, bereavement leave, and in some contexts an unlimited vacation policy. Flexible working hours and a remote-first setup help make time off practically usable.
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Healthcare Strength — Offerings include comprehensive medical, dental, and vision coverage alongside disability insurance and FSA/HSA options. An Employee Assistance Program is also included.
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Retirement Support — A 401(k) plan with a 100% company match on the first 4% of pay is consistently highlighted. This provides clear employer-backed support for long-term savings.
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What We Do
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. RSI was named the 2022 EGR North America Awards Operator of the Year, Customer Service Operator of the Year, and Social Gaming Operator of the Year. RSI is committed to industry-leading responsible gaming practices and seeks to provide its customers with the resources and services they need to play responsibly. For more information, visit www.rushstreetinteractive.com.
Why Work With Us
RSI is fueled by the people who drive our business day-in and day-out. We're dedicated to treating everyone with respect and trust. We embrace personal freedom and responsibility. We trust our team to make tough decisions - and we empower them to get stuff done. Most importantly, we like having fun along the way.
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