End-User & Systems Support

Dallas Mavericks•Dallas, TX

About The Position

The End-User & Systems Support role is an experienced technical support position dedicated to Basketball Operations. It serves as the primary IT support contact for players, coaches, Basketball Operations leadership, and team support staff across practice facility, arena, and basketball office environments. The role requires hands-on expertise with mobile phones, including Apple iPhone and Android devices, as well as tablets, Windows PCs, MacBooks, and related applications. The successful candidate works independently, takes ownership of issues through resolution, and provides attentive service with sound judgment and professional composure. This position is part of the Information Technology department and works under the Manager, End-User & Systems Support to coordinate priorities, document support activity, and follow established security and technology standards. The role provides direct, personalized support; configures and troubleshoots devices and applications; supports identity, productivity, networking, communications, audiovisual, and basketball technology; and protects confidential information. Support may be required for scheduled practices, games, and team activities, including evenings, weekends, and holidays as needed.

Requirements

High school diploma or equivalent.
At least five years of hands-on experience in IT support, desktop support, or end-user systems support.
Demonstrated experience supporting executives, senior leaders, or other users with time-sensitive and confidential technology needs.
Strong practical expertise supporting iOS and Android smartphones, including activation, migration, connectivity, account access, and troubleshooting.
Proficiency supporting Windows, macOS, tablets, Microsoft 365, and common business applications.
Sound judgment, discretion, and ability to remain calm and professional when priorities change or users need immediate assistance.
Strong customer service skills, clear communication, and ability to explain technical issues to users with varying technical backgrounds.
Ability to work independently, manage competing requests, and maintain accurate documentation within established IT processes.
Availability to support scheduled practices, games, and team activities, including evenings, weekends, and holidays as needed.
Ability to lift and move IT equipment weighing up to 40 lbs, with or without reasonable accommodation.

Nice To Haves

Associate’s or Bachelor’s degree in IT or a related field.
Experience supporting a professional sports organization, athletes, coaching staff, or a similarly demanding service environment.
Experience with mobile device management platforms such as Microsoft Intune, Jamf, or comparable tools.
Experience with Microsoft Entra ID and practical troubleshooting of TCP/IP, DNS, DHCP, and Wi-Fi.
Experience supporting AV systems, VoIP, IPTV, or sports video and coaching applications.
Relevant technical certifications from Apple, Microsoft, CompTIA, or other recognized providers.

Responsibilities

Provide responsive, personalized technical support to players, coaches, team leadership, and Basketball Operations support staff, minimizing disruption to team activities and maintaining professional discretion.
Configure, troubleshoot, maintain, and replace iPhones, Android smartphones, iPads, and Android tablets; support activations, SIM and eSIM changes, number transfers, carrier service, mobile connectivity, device migrations, backups, account setup and recovery, synchronization, and multifactor authentication.
Support mobile device enrollment, updates, security settings, and approved personally owned devices under organizational policies; coordinate repairs and replacements with vendors and carriers.
Provide Tier 1 and Tier 2 support in person and through phone, email, remote support tools, and the ticketing system; diagnose and resolve common hardware, software, application, and access issues, escalating specialized issues when needed.
Document support requests, troubleshooting steps, and resolutions, including requests received through direct conversations; manage issues through resolution, communicate expectations, and follow up with users.
Configure and deploy Windows PCs, Apple MacBooks, mobile devices, peripherals, and approved software; coordinate onboarding, device changes, and offboarding; maintain accurate equipment, assignment, accessory, and replacement inventory records.
Support Microsoft Entra ID accounts, approved access requests, group membership, and multifactor authentication; troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint, and assist with secure access and synchronization of approved files, calendars, contacts, and collaboration tools.
Troubleshoot wired and wireless connectivity, remote access, and mobile hotspots; coordinate complex network problems with other IT team members. Support VoIP handsets, softphones, and calling applications, including call quality and connectivity.
Configure and troubleshoot displays, conference room systems, cameras, microphones, IPTV, and presentation equipment; support approved basketball, video, coaching, and scouting applications in coordination with specialists and vendors.
Check technology readiness before scheduled meetings, practices, games, and other assigned team activities.
Protect confidential player, personnel, and organizational information; follow identity verification, access approval, data retention, and device handling procedures; report lost devices, suspected account compromise, unauthorized access, and other security concerns.
Coordinate with technology team members to resolve recurring issues and maintain consistent support practices; create support documentation, share troubleshooting knowledge, and recommend improvements based on Basketball Operations needs.
Coordinate support priorities, coverage, and escalations with IT leadership.