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 iPhones, Android devices, tablets, Windows PCs, MacBooks, and related applications. The successful candidate works independently, owns issues through resolution, and delivers attentive service with sound judgment and professional composure. The 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 position provides Tier 1 and Tier 2 support, with particular emphasis on mobile phones and tablets, device provisioning, Microsoft 365 and identity tools, networking and communications, audiovisual systems, and approved basketball technology. Support is delivered in person and through phone, email, remote support tools, and the ticketing system. The role also protects confidential information, follows security and data-governance procedures, and coordinates with IT colleagues, departmental specialists, vendors, and carriers as needed. The role requires availability for scheduled practices, games, and team activities, including evenings, weekends, and holidays as needed. It also requires the ability to lift and move IT equipment weighing up to 40 pounds, with or without reasonable accommodation.

Requirements

High school diploma or equivalent.
A minimum of 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 the ability to remain calm and professional when priorities change or users need immediate assistance.
Strong customer service skills, clear communication, and the 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.
Respond to direct requests, coordinate priorities and coverage with IT leadership, and maintain professional discretion when handling confidential team information.
Configure, troubleshoot, maintain, and replace iPhones, Android smartphones, iPads, and Android tablets; support activations, SIM/eSIM changes, number transfers, carrier issues, connectivity, mobile applications, migrations, backups, restoration, approved account setup and recovery, synchronization, multifactor authentication, enrollment, updates, and security settings.
Coordinate mobile device repairs and replacements with vendors and carriers, and support approved personally owned devices under organizational policies.
Provide Tier 1 and Tier 2 support in person and through phone, email, remote support tools, and the ticketing system; diagnose and resolve hardware, software, application, and access issues, escalating specialized issues when needed.
Document requests, troubleshooting steps, and resolutions, including support initiated through direct conversations; own issues through resolution, set clear expectations, and follow up to confirm service restoration.
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 across computers and mobile devices.
Help users securely access and synchronize approved files, calendars, contacts, and collaboration tools.
Troubleshoot wired and wireless connectivity, remote access, mobile hotspots, and VoIP handsets, softphones, and calling applications; coordinate complex network issues with IT colleagues.
Configure and troubleshoot displays, conference room systems, cameras, microphones, IPTV, and presentation equipment used by Basketball Operations.
Support installation, updates, access, and connectivity for approved basketball, video, coaching, and scouting applications in coordination with departmental 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; promptly report lost devices, suspected account compromise, unauthorized access, and other security concerns.
Coordinate with technology team members to resolve recurring issues, maintain consistent support practices, create useful documentation, share troubleshooting knowledge, and recommend improvements based on Basketball Operations needs.