IT Support Technician

Hard Rock Digital•Toronto, ON

1d•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. The IT Support Technician I is a key member of the IT Support team in Austin & Toronto, reporting to the IT Support Manager. This role is responsible for diagnosing and resolving technical issues, supporting various hardware and software environments, managing user accounts and access, and overseeing the full ticket lifecycle in HaloITSM. The position also involves managing hardware inventory, communicating with end-users, documenting IT processes, identifying recurring issues, and participating in an on-call rotation. The role 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
Proficiency with LLM / AI tools (Claude, ChatGPT, Copilot, or similar) — comfortable using them daily to troubleshoot, draft communications, and surface knowledge base content
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
Be located 30 mins to Austin, TX or Toronto, ON.
Commit to 3 days on site per week

Nice To Haves

HaloITSM experience is a strong plus
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
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 through previous and gained experience.