IT Support Technician

What are we building?

Hard Rock Digital is a team 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 - ready to join us?

What's the position?

Our IT Support Technician I is an integral part of our IT Support team in Austin & Toronto, reporting to the IT Support Manager. You will be responsible for:

• Diagnosing and resolving hardware, software, and connectivity issues across Windows and macOS environments, including Microsoft 365 applications - Outlook, Teams, SharePoint, and OneDrive
• Supporting endpoint peripherals including monitors, printers, video conferencing equipment, and mobile devices
• Performing device reimaging, OS resets, and configuration during refresh cycles or escalated failures
• Managing user accounts, license assignments, and security group memberships in Microsoft Entra ID / Azure AD
• Processing joiner, mover, and leaver requests in coordination with relevant internal teams, and provisioning and deprovisioning application access following established onboarding and offboarding workflows
• Assisting with MFA enrollment, password resets, and conditional access troubleshooting, and maintaining accurate access records to support audit and compliance requirements
• Owning the full ticket lifecycle in HaloITSM - intake, triage, updates, resolution, and closure - prioritizing incoming requests and consistently meeting SLA targets
• Managing hardware inventory including laptops, accessories, and peripherals with accurate asset records
• Communicating clearly and proactively with end users on ticket status and expected resolution timelines
• Logging all work accurately in HaloITSM, following established knowledge base articles and runbooks, and documenting device configurations, software deployments, and resolutions for recurring issues
• Identifying recurring issues and surfacing patterns to help reduce repeat ticket volume
• Participating in the team's weekend on-call rotation, shared across the US and Canada team

Through your previous and gained experience you will actively contribute to the continuous improvement of IT Support processes, procedures and systems.

What are we looking for?

Required and preferred candidate skills and experience:

Successful candidates will be self-driven and a self-motivated team player capable of working efficiently in a high-volume real-time environment. The role is best suited for a candidate who thrives in a fast-paced, ever-changing environment with a passion for sports and gaming:

We are looking for someone who has:

• 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) - comfortable using them daily to accelerate troubleshooting, draft communications, and surface knowledge base content
• A Slack-first approach to communication - the team uses it daily for internal coordination
• 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

This is an onsite hybrid position, therefore you must:

• Be located 30 mins to Austin, TX or Toronto, ON.
• Commit to 3 days on site per week
• Working hours 9am - 5pm CT (Austin) / 9am - 5pm ET (Toronto) - this is subject to change based on business requirements.

What's in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• 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

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).