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About the Role
Hard Rock Digital is building a team to become the world's leading online sportsbook, casino, and social gaming company. We are seeking an IT Support Technician I to join our IT Support team in Austin & Toronto, reporting to the IT Support Manager. This role is integral to supporting our technology infrastructure and ensuring seamless user experiences.
Responsibilities
- Diagnose and resolve hardware, software, and connectivity issues across Windows and macOS environments, including Microsoft 365 applications.
- Support endpoint peripherals including monitors, printers, video conferencing equipment, and mobile devices.
- Perform device reimaging, OS resets, and configuration during refresh cycles or escalated failures.
- Manage user accounts, license assignments, and security group memberships in Microsoft Entra ID / Azure AD.
- Process joiner, mover, and leaver requests and provision/deprovision application access.
- Assist with MFA enrollment, password resets, and conditional access troubleshooting.
- Maintain accurate access records to support audit and compliance requirements.
- Own the full ticket lifecycle in HaloITSM, prioritizing requests and meeting SLA targets.
- Manage hardware inventory including laptops, accessories, and peripherals with accurate asset records.
- Communicate clearly and proactively with end users on ticket status and expected resolution timelines.
- Log all work accurately in HaloITSM, following knowledge base articles and runbooks.
- Document device configurations, software deployments, and resolutions for recurring issues.
- Identify recurring issues and surface patterns to help reduce repeat ticket volume.
- Participate in the team’s weekend on-call rotation.
- Contribute to the continuous improvement of IT Support processes, procedures, and systems.
Requirements
- 2+ years of direct, hands-on experience in an IT support, help desk, or desktop support role.
- CompTIA A+ certification or equivalent.
- Proficiency with Windows 10/11 and macOS in a corporate environment.
- Working knowledge of Microsoft Entra ID / Azure AD — user management, groups, and licensing.
- Comfort supporting the full Microsoft 365 suite — Outlook, Teams, SharePoint, and OneDrive.
- Experience with an ITSM platform for ticket management; HaloITSM experience is a strong plus.
- Proficiency with LLM / AI tools (Claude, ChatGPT, Copilot, or similar) for troubleshooting, communication, and knowledge surfacing.
- A Slack-first approach to communication.
- The ability to adapt quickly when tools, workflows, or priorities change.
- Methodical troubleshooting instincts, clear communication with both technical and non-technical audiences, and a service-first mindset.
- Preferred: experience with Intune or Jamf for device management.
- Preferred: basic networking knowledge — DHCP, DNS, and TCP/IP fundamentals.
- Preferred: familiarity with ITIL service management principles.
Skills
- Windows 10/11
- macOS
- Microsoft 365
- Microsoft Entra ID / Azure AD
- HaloITSM
- LLM / AI tools
- Slack
- Intune
- Jamf
- DHCP
- DNS
- TCP/IP
- ITIL
Location
- Austin, TX
- Toronto, ON
Work Type
- Onsite Hybrid
- Full-time
Experience Level
- 2+ years of direct, hands-on experience
Education Level
- CompTIA A+ certification or equivalent
Benefits
- Competitive pay and benefits
- Remote working
- Startup culture backed by a secure, global brand
- Opportunity to drive informed decision making for a best-in-class casino brand
About the Company
- Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world.
- We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers.
- We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.
- Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality.
- We’re taking that foundation of success and bringing it to the digital space.
Equal Opportunity
- We want to celebrate you being you (we are an equal opportunity employer).