End-User & Systems Support

Dallas Mavericks•Dallas, TX

About The Position

The End-User & Systems Support role is an entry-level position providing first-line technical support to end users across the organization. The role supports desktops and laptops, cloud-based applications, networking, audiovisual systems, and collaboration tools while following established IT policies and data governance standards. The technician works in a ticket-queue environment, collaborates with IT colleagues, and gains exposure to enterprise technologies across office, arena, and cloud environments. The position supports user devices, software deployment, identity and productivity tools, connectivity, data storage and governance, audiovisual and communications systems, and specialized arena technologies. It also provides entry-level exposure to database technologies, unstructured data platforms, and infrastructure hosted in AWS and Azure. The role is intended for someone motivated to build a foundation in enterprise IT systems, customer support, and modern cloud technologies.

Requirements

High school diploma or equivalent.
0–2 years of experience in IT support, helpdesk, or a customer-service-related technical role.
Basic understanding of Windows and macOS operating systems.
Familiarity with Microsoft 365 applications.
Strong customer service and communication skills.
Ability to manage multiple tasks in a ticket-driven environment.
Ability to lift and move IT equipment weighing up to 40 lbs.

Nice To Haves

Associate's or Bachelor's degree in IT or a related field.
Experience with Azure AD / Entra ID.
Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi.
Exposure to AV systems, VoIP, or IPTV technologies.
Familiarity with cloud platforms such as AWS or Azure.
Interest in databases, data platforms, or infrastructure technologies.

Responsibilities

Provide Tier 1 technical support through the ticketing system, email, phone, and in-person assistance.
Document incidents, requests, and resolutions accurately in the ticketing system.
Escalate complex issues to Tier 2/3 support when appropriate.
Image, configure, and deploy Windows PCs and Apple MacBooks.
Install and maintain the organization's standard technology stack and required software.
Assist with device lifecycle management, including user onboarding and offboarding.
Support users in Azure Active Directory (Entra ID), including account provisioning, access requests, and basic group management.
Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
Perform basic LAN and Wi-Fi troubleshooting and work with senior IT staff on more complex networking problems.
Assist users with OneDrive, SharePoint, and other approved cloud storage platforms.
Help users comply with data governance, security, and retention policies; identify and report potential data handling or compliance concerns.
Assist with deployment, configuration, and troubleshooting of meeting-room audiovisual technology, IPTV, and conference-room systems.
Provide basic support for microphones, displays, cameras, and control systems.
Perform basic VoIP troubleshooting for handsets, softphones, call quality, and connectivity; escalate carrier or system-level issues as needed.
Learn and support specialized technologies used in arena and event spaces, including setup, troubleshooting, and event operations as required.
Collaborate effectively with IT team members and communicate professionally with users and teammates.
Participate in documentation and continuous improvement initiatives and learn new technologies and processes.
Assist with entry-level tasks involving database technologies and unstructured data platforms.
Gain hands-on exposure to infrastructure supporting these systems in AWS and Azure, and support senior team members with basic cloud and infrastructure tasks.