Helpdesk Support Specialist

Why Join the Pack?

We understand that to win championships, it starts with the people. We’re all teammates with a united focus on fostering an inclusive winning culture that empowers, values and recognizes each other. Because working together is how we do what’s right for the communities we live, work and play in. It’s how we innovate, learn and grow as individuals and as a group.

And it’s how we elevate lives through the power of basketball.

The Helpdesk Support Specialist is responsible for delivering front‑line technical support to end users across the organization, ensuring reliable access to systems, applications, and devices. This role handles daily troubleshooting across Windows, macOS, mobile devices, telephony, and A/V technology while maintaining a calm, customer‑focused approach—even in high‑pressure or executive‑level support situations. The specialist oversees user lifecycle activities, including onboarding, offboarding, and access management within centralized directory and identity systems.

This position contributes to small‑scale technology initiatives such as hardware refreshes, software deployments, and device rollouts; develops and maintains internal knowledge base and self‑service documentation; and leverages AI tools to accelerate troubleshooting, documentation, and administrative workflows. The Helpdesk Support Specialist plays a key role in maintaining a positive technical experience for staff while taking ownership of tasks and collaborating effectively within a small, fast‑moving IT team.

• Provide front‑line help desk support for end users across desktops, laptops, mobile devices, software, hardware, telephony, and A/V equipment.
• Troubleshoot and resolve technical issues through problem identification, research, isolation, resolution, and follow‑up.
• Respond to support tickets, calls, emails, and in‑person requests in a timely and professional manner.
• Perform user lifecycle tasks including onboarding, offboarding, and access provisioning within centralized identity systems.
• Configure and deploy hardware and software, including leading and acting as a technical resource for small‑scale department projects such as hardware refreshes, software rollouts, or FIDO deployments.
• Maintain accurate documentation, update knowledge base articles, and support self‑service workflows.
• Identify process gaps or recurring issues within operational workflows, proactively recommending improvements and confidently speaking up when enhancements can benefit efficiency, user experience, or support quality.
• Track, monitor, and update incidents to ensure timely and complete resolution.
• Maintain, update, and help improve asset tracking for hardware and software.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.

• Working knowledge of core networking concepts (DNS, DHCP, routing, Wi‑Fi connectivity, and network‑dependent applications).
• Strong written and verbal communication skills with the ability to stay calm, clear, and effective in high‑pressure or executive‑level support situations.
• Ability to create, maintain, and improve technical documentation and end‑user guides.
• Proficiency in identity management tasks including user objects, security groups, and access controls.
• Ability to leverage AI productivity tools (e.g., Microsoft Copilot) to accelerate troubleshooting, documentation, and administrative tasks.
• Strong sense of ownership, taking responsibility for driving issues to resolution.
• Ability to work independently under general supervision as well as collaboratively within a small team.
• Flexibility to work nights, weekends, and holidays as needed for game operations or critical support.

• 2–3 years of technical support experience in a small to mid‑sized organization.
• Experience supporting Windows and macOS operating systems.
• Experience supporting iOS and Android mobile devices.
• Hands‑on experience with Microsoft 365 user support and…