About this role
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.