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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).