IT Support Technician

Hard Rock Digital is expanding its IT support footprint with an IT Support Technician I who can keep our hybrid team productive across Windows and macOS devices. The role spans the Austin, TX and Toronto, ON corridor, handling user access, imaging workflows, and the full lifecycle of IT tickets in a hybrid onsite environment.

Responsibilities

• Diagnose and resolve hardware, software, and connectivity issues across Windows and macOS, including Microsoft 365 apps such as Outlook, Teams, SharePoint, and OneDrive.
• Support endpoint peripherals including monitors, printers, video conferencing gear, and mobile devices.
• Perform device reimaging, operating system resets, and configuration tasks 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 in collaboration with internal teams; provision and deprovision application access per onboarding and offboarding workflows.
• Assist with MFA enrollment, password resets, and conditional access troubleshooting; maintain accurate access records for audit and compliance needs.
• Own the full ticket lifecycle in HaloITSM—from intake and triage to updates, resolution, and closure—while prioritizing requests and meeting SLA targets.
• Maintain hardware inventory (laptops, accessories, peripherals) with precise asset records.
• Communicate clearly with end users about ticket status and expected resolution timelines.
• Log all work in HaloITSM, follow knowledge base articles and runbooks, and document device configurations, deployments, and resolutions for recurring issues.
• Identify recurring issues and surface patterns to reduce repeat ticket volume.
• Participate in the team’s weekend on-call rotation shared across the US and Canada.

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.
• Experience supporting the Microsoft 365 suite — Outlook, Teams, SharePoint, and OneDrive.
• Familiarity with an ITSM platform for ticket management; HaloITSM experience is a strong plus.
• Proficiency with AI tools (Claude, ChatGPT, Copilot, or similar) and comfortable using them daily to speed up troubleshooting, draft communications, and surface knowledge base content.
• A Slack-first approach to communication for daily internal coordination.
• Adaptability to changing tools, workflows, or priorities.
• Methodical troubleshooting, clear communication with technical and non-technical audiences, and a service-first mindset.

Technologies

• Windows 10/11
• macOS
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Microsoft Entra ID / Azure AD
• HaloITSM
• Slack
• LLM / AI tools (Claude, ChatGPT, Copilot)
• Intune
• Jamf

Benefits

• Competitive compensation and benefits package
• Remote-friendly arrangement
• Startup culture supported by a secure, global brand
• Opportunity to influence decision-making for a leading casino brand

Culture and inclusion

We value every customer interaction and empower our staff to own their experience. Our aim is to foster a diverse and inclusive workplace where individuals can be authentic and bring their full range of talents to the table. We are an equal opportunity employer and celebrate you for being you.