End-User & Systems Support

POSITION SUMMARY

The End-User & Systems Support role is an entry-level role responsible for providing first-line technical support to end users across the organization. This role supports desktops and laptops, cloud-based applications, networking, audiovisual systems, and collaboration tools while working within established IT policies and data governance standards.

The technician will work tickets in a queue-based environment, collaborate closely with other IT team members, and gain exposure to enterprise technologies across office, arena, and cloud environments. This position is ideal for a motivated individual looking to build a strong foundation in enterprise IT systems, customer support, and modern cloud technologies.

JOB FUNCTION: End User Support & Helpdesk Operations Provide Tier 1 technical support to end users via ticketing system, email, phone, and in-person support Accurately document incidents, requests, and resolutions in the ticketing system Escalate complex issues to Tier 2/3 support when appropriate Device Provisioning & Software Deployment Image, configure, and deploy Windows PCs and Apple Mac.

Books Install and maintain the organization’s standard technology stack and required software Assist with device lifecycle management, including onboarding and offboarding users Identity, Cloud, and Productivity Tools Support users within Azure Active Directory (Entra ID) Assist with account provisioning, access requests, and basic group management Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and related services Networking & Connectivity Perform basic LAN and Wi-Fi troubleshooting for office users Work with senior IT staff to resolve more complex networking problems Data Storage & Governance Assist users with cloud storage platforms (OneDrive, SharePoint, and other approved services) Help users understand and comply with data governance, security, and retention policies Identify and report potential data handling or compliance concerns Audiovisual (AV) & Collaboration Technology Assist with deployment, configuration, and troubleshooting of AV technology in meeting rooms Support IPTV systems and conference room technology Provide basic support for microphones, displays, cameras, and control systems Voice & Communications Perform basic VoIP troubleshooting (handsets, softphones, call quality, connectivity issues) Escalate carrier or system-level issues as needed Arena & Specialized Technology Support and learn specialized technologies used in arena and event spaces Assist with setup, troubleshooting, and operational support during events as required Collaboration & Professional Development Work effectively as part of a collaborative IT team Communicate clearly and professionally with users and teammates Demonstrate a willingness to learn new technologies and processes Participate in documentation efforts and continuous improvement initiatives Entry-Level Infrastructure & Data Exposure Assist with entry-level tasks related to database technologies and unstructured data platforms Gain hands-on exposure to infrastructure supporting these systems in AWS and Azure Support senior team members with basic cloud and infrastructure-related tasks REQUIRED SKILLS AND ABILITIES: High school diploma or equivalent (Associate’s or Bachelor’s degree in IT or related field preferred) 0–2 years of experience in IT support, helpdesk, or 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 (up to 40 lbs) PREFERRED QUALIFICATIONS: Experience with Azure AD / Entra ID Basic understanding of networking concepts (TCP/IP, DNS, DHCP, 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 The Dallas Mavericks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.