IT Support Technician

Hard Rock Digital•Ontario, ON

12d•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. They are creating a team that is passionate about learning, operating, and building new products and technologies for millions of consumers, with a focus on customer interaction, experience, behavior, and insight. Hard Rock Digital leverages the established Hard Rock brand, known globally for gaming, entertainment, and hospitality, to enter the digital space. This IT Support Technician I position is an integral part of the IT Support team in Canada, reporting to the IT Support Manager. The role involves diagnosing and resolving hardware, software, and connectivity issues across Windows and macOS environments, supporting endpoint peripherals, performing device reimaging, managing user accounts and access in Microsoft Entra ID/Azure AD, and handling joiner, mover, and leaver requests. The technician will also assist with multi-factor authentication (MFA) enrollment and troubleshooting, manage the full ticket lifecycle in HaloITSM, maintain hardware inventory, communicate proactively with end users, document work and resolutions, identify recurring issues, and participate in a weekend on-call rotation. The role also contributes 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) — 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
Must be located in Canada.
Commit to 3 days on site per week

Nice To Haves

Experience with Intune or Jamf for device management
Basic networking knowledge — DHCP, DNS, and TCP/IP fundamentals
Familiarity with ITIL service management principles
Passion for sports and gaming

Responsibilities

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
Actively contributing to the continuous improvement of IT Support processes, procedures and systems.