POSITION SUMMARY:
The End-User & Systems Support role is an experienced technical support position dedicated to Basketball Operations. This position serves as the primary IT support contact for players, coaches, Basketball Operations leadership, and team support staff across the practice facility, arena, and basketball office environments.
The role requires strong hands-on expertise with mobile phones, including Apple iPhone and Android devices, along with tablets, Windows PCs, MacBooks, and related applications. The successful candidate will work independently, take ownership of issues through resolution, and deliver attentive service with sound judgment and professional composure.
This position remains 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.
JOB FUNCTION:
- Dedicated Basketball Operations Support
• Provide responsive, personalized technical support directly to players, coaches, team leadership, and Basketball Operations support staff.
• Resolve issues with minimal disruption to practices, games, meetings, and other team activities.
• Maintain discretion and appropriate professional boundaries when working with players, staff, and confidential team information.
• Respond promptly to direct requests while coordinating priorities, coverage, and escalations with IT leadership.
- Mobile Phone and Tablet Support
• Configure, troubleshoot, maintain, and replace iPhones, Android smartphones, iPads, and Android tablets, with particular emphasis on mobile phones.
• Support device activations, SIM and eSIM changes, number transfers, and carrier-related service issues.
• Troubleshoot calling, messaging, voicemail, cellular data, Wi-Fi, hotspots, Bluetooth, and mobile application issues.
• Assist with device migrations, backups, restoration, approved account setup and recovery, email and contact synchronization, and multifactor authentication.
• Support mobile device enrollment, updates, security settings, and approved personally owned devices within organizational policies; coordinate repairs and replacements with vendors and carriers.
- End User Support and Helpdesk Operations
• Provide Tier 1 and Tier 2 support in person and through phone, email, remote support tools, and the ticketing system.
• Independently diagnose and resolve common hardware, software, application, and access issues; involve specialized IT team members when needed.
• Document requests, troubleshooting steps, and resolutions, including support initiated through direct conversations.
• Own issues through resolution, communicate clear expectations, and follow up with users to confirm service has been restored.
- Device Provisioning and Software Deployment
• Configure and deploy Windows PCs, Apple MacBooks, mobile devices, peripherals, and approved software for Basketball Operations.
• Coordinate onboarding, device changes, and offboarding with IT and authorized Basketball Operations contacts.
• Maintain accurate equipment records, assigned devices, accessories, and replacement inventory.
- Identity and Productivity Tools
• 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 access and synchronize approved files, calendars, contacts, and collaboration tools securely.
- Networking and Communications
• Troubleshoot wired and wireless connectivity, remote access, and mobile hotspot issues; coordinate complex network problems with other IT team members.
• Support VoIP handsets, softphones, and calling applications, including call quality and connectivity troubleshooting.
Audiovisual and Basketball Technology
• 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.
- Security and Data Governance
• Protect confidential player, personnel, and organizational information while handling devices, accounts, and support requests.
• Follow identity verification, access approval, data retention, and device handling procedures.
• Promptly report lost devices, suspected account compromise, unauthorized access, or other security concerns to the appropriate IT team members.
- Collaboration and Service Improvement
• Coordinate with other technology team members to resolve recurring issues and maintain consistent support practices.
• Create useful support documentation, share troubleshooting knowledge, and recommend improvements based on Basketball Operations needs.
REQUIRED SKILLS AND ABILITIES:
• High school diploma or equivalent; an Associate’s or Bachelor’s degree in IT or a related field is preferred.
• 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 of 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.
PREFERRED QUALIFICATIONS:
• 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.
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.