IT Support Specialist

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General Description
This is a helpdesk role. The IT Support Specialist provides hands-on technical support for all end-user hardware, software, and systems across the Houston Rockets and Toyota Center environments. This role is responsible for answering inquiries, providing advice, troubleshooting and assisting end-users in solving technology related problems to provide efficient and effective problem identification and resolution.
RESPONSIBILITIES Include But Are Not Limited To

• Serve as a first point of contact for IT support requests through phone, email, or ticketing system, ensuring timely, professional, and customer-focused resolution.
• Assist with installing, configuring, and maintaining desktops, laptops, mobile devices, and peripheral equipment to ensure optimal performance and reliability.
• Maintain Active Directory and Microsoft Entra environments including account creation/deletion, distribution group creation/deletion, updates, changes, data migration/maintenance.
• Support and troubleshoot user access, permissions, and authentication within Active Directory, Microsoft Entra, Office 365, and other systems assigned.
• Assist with software deployment and system updates in accordance with organizational standards.
• Coordinate and track IT inventory, including hardware, peripherals, and supplies; maintain accurate asset documentation.
• Prepare and configure IT systems for home games, concerts, and special events at Toyota Center ensuring operational readiness.
• Document procedures, configurations, and resolutions to maintain knowledge base and support continuous improvement of IT processes.
• Escalate complex or unresolved issues to senior IT staff as necessary while maintaining ownership of end-user communication.
• Demonstrate our One Team philosophy of Passion, Accountability, Customer Focus, and Teamwork.
  

Minimum Qualifications

• Associate degree in Computer Science, Information Systems or related fields, or equivalent experience is preferred.
• 1-2 years experience in helpdesk or technical support role, with proven success resolving hardware and software issues.
• Proficiency with Windows 10 & 11 operating systems and standard management tools.
• Experience supporting and troubleshooting Microsoft 365, Outlook/Exchange, and Microsoft Entra environments.
• Basic understanding of networking concepts, endpoint security, and system imaging.
• Strong working knowledge of Microsoft Word and Excel for documentation, reporting, and data management.
• Familiarity with mobile device setup and management.
• Working knowledge of system testing, documentation, and troubleshooting methodologies.
• Strong customer service orientation and communication skills, both written and verbal.
• Ability to manage multiple priorities and perform under pressure in event-driven environments.
• Team-oriented mindset with a proactive approach to problem-solving and learning.
• Professional demeanor and discretion when handling sensitive information.
  

Physical & Mental Requirements

• Must be able to stand, sit, walk, bend, kneel, and lift up to 20 pounds as part of regular job duties.
• Requires visual ability to perform computer-based and detail-oriented tasks.
• Ability to work flexible hours, including evenings, weekends, and event days, as business needs dictate.
• Must maintain a high level of professionalism and responsiveness in all work environments, including during live events.
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.