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# IT Support Technician

- **Company:** Hard Rock Digital
- **Location:** Austin, TX, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Apple Mac Systems, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Networking Basics, Azure Active Directory, Microsoft SharePoint, Software Deployment, Data Logging, Office365, Large Language Models, Microsoft InTune, Casper Suite, GPT, User Administration, User Accounts
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d0b5fe056292bda0

## About the Role

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

## Description

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.


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