IT Support Technician

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?

Hard Rock Digital is seeking an Entry-Level IT Support Technician to join our Florida-based Service Desk team. This position delivers first-line technical support to users across our US locations, addressing incidents and service requests while upholding excellent customer service standards. The role requires fluency in English and working knowledge of U.S.-based IT compliance and support practices.

This is a full-time position, with standard working hours from 9:00 AM to 5:00 PM Eastern Time, Monday through Friday. The technician is expected to work on-site a minimum of three times per week, with the potential for hybrid remote work on other days.

Key Responsibilities

Technical Support

• Provide first-level IT support via email, chat, and a ticketing system

• Troubleshoot and resolve common hardware/software issues

• Set up and configure desktops, laptops, and mobile devices (iOS/Android)

• Troubleshoot local and remote network connectivity issues

• Support video conferencing and collaboration tools (e.g., Zoom, Slack)

• Perform basic Active Directory tasks: password resets, account unlocks, group assignments

User Administration

• Prepare new hire technology setups (in coordination with HR and Facilities)

• Manage user accounts and system access rights

• Install and update authorized software packages

• Enroll and configure mobile devices through MDM tools

• Assist users with the Microsoft 365 suite

Service Desk Operations

• Create, track, and resolve support tickets in the IT service management system

• Adhere to defined ITIL-based service desk workflows

• Maintain accurate logs and documentation for support activities

• Escalate complex incidents to senior technicians or specialized teams

• Update asset and configuration management databases

Corporate Applications Support

• Provide Tier 1 support for corporate applications and platforms

• Assist users with:

  Microsoft 365 (Teams, Outlook, Excel, Word, SharePoint)

  Collaboration tools (Slack, Zoom)

  VPN and remote access software

  Business systems specific to U.S. operations

  Mobile device management (via Jamf, Intune, or similar)

Documentation & Knowledge Base

• Document incident resolutions and known issues

• Contribute to internal knowledge base content

• Assist in creating user guides and FAQ materials

• Maintain documentation on IT inventory and assets

What are we looking for?

• Technical diploma, Associate degree, or equivalent experience in IT

• Working knowledge of Windows 10/11 and macOS

• Familiarity with Microsoft 365 administration and support

• Prior customer service experience in a support/help desk environment

• Strong written and verbal communication skills

Preferred Qualifications

• CompTIA A+ certification or equivalent

• Familiarity with ITSM tools (Zendesk, Jira, Freshservice)

• Understanding of basic networking (e.g., DHCP, DNS, TCP/IP)

• Experience with remote support tools (e.g., TeamViewer, Remote Desktop)

• Understanding of ITIL and service management principles

Technical Skills

• Windows 10/11 support and configuration

• MacOS troubleshooting

• Microsoft 365 suite administration

• Basic Active Directory tasks

• Mobile device support (iOS/Android, MDM)

• Ticketing systems and remote assistance tools

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay

• Flexible vacation allowance

• Flexible work from home

• Startup culture backed by a secure, global brand

Roster of Uniques

We care deeply about every interaction our customers have with us and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)