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 technician supports desktops and laptops, cloud-based applications, networking, audiovisual systems, and collaboration tools while following established IT policies and data governance standards. Work is handled in a queue-based ticketing environment, in collaboration with other IT team members, and offers exposure to enterprise technologies across office, arena, and cloud environments. The role is suited to someone seeking to build a foundation in enterprise IT systems, customer support, and modern cloud technologies. It also provides entry-level exposure to database technologies, unstructured data platforms, and the infrastructure supporting these systems in AWS and Azure.

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.
Document incidents, requests, and resolutions in the ticketing system, and escalate complex issues to Tier 2/3 support when appropriate.
Image, configure, and deploy Windows PCs and Apple MacBooks; install and maintain standard technology 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.
Troubleshoot basic LAN and Wi-Fi issues and work with senior IT staff on more complex networking problems.
Assist users with approved cloud storage platforms and help them 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 AV technology, IPTV, and conference-room systems.
Provide basic support for microphones, displays, cameras, and control systems.
Troubleshoot basic VoIP issues involving handsets, softphones, call quality, and connectivity; escalate carrier or system-level issues as needed.
Support and learn specialized technologies used in arena and event spaces, including setup, troubleshooting, and operational support during events as required.
Collaborate effectively with the IT team, communicate professionally with users and teammates, and participate in documentation and continuous improvement efforts.
Assist with entry-level tasks involving database technologies and unstructured data platforms, gain exposure to their AWS and Azure infrastructure, and support senior team members with basic cloud and infrastructure tasks.