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.

Position Summary/Objective: 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.

Essential Functions:

Reasonable accommodations may be made to enable individuals to perform these essential functions:

1. Provide front‑line help desk support for end users across desktops, laptops, mobile devices, software, hardware, telephony, and A/V equipment.

2. Troubleshoot and resolve technical issues through problem identification, research, isolation, resolution, and follow‑up.

3. Respond to support tickets, calls, emails, and in‑person requests in a timely and professional manner.

4. Perform user lifecycle tasks including onboarding, offboarding, and access provisioning within centralized identity systems.

5. 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.

6. Maintain accurate documentation, update knowledge base articles, and support self‑service workflows.

7. 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.

8. Track, monitor, and update incidents to ensure timely and complete resolution.

9. 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.

Knowledge, Skills, Abilities & Other:

1. Working knowledge of core networking concepts (DNS, DHCP, routing, Wi‑Fi connectivity, and network-dependent applications).

2. Strong written and verbal communication skills with the ability to stay calm, clear, and effective in high‑pressure or executive‑level support situations.

3. Ability to create, maintain, and improve technical documentation and end‑user guides.

4. Proficiency in identity management tasks including user objects, security groups, and access controls.

5. Ability to leverage AI productivity tools (e.g., Microsoft Copilot) to accelerate troubleshooting, documentation, and administrative tasks.

6. Strong sense of ownership, taking responsibility for driving issues to resolution.

7. Ability to work independently under general supervision as well as collaboratively within a small team.

8. Flexibility to work nights, weekends, and holidays as needed for game operations or critical support. 
   

Experience:

1. 2–3 years of technical support experience in a small to mid‑sized organization.

2. Experience supporting Windows and macOS operating systems.

3. Experience supporting iOS and Android mobile devices.

4. Hands‑on experience with Microsoft 365 user support and administration.

5. Experience with SaaS platforms and service management tools such as Rezolve.ai.

6. Experience with Microsoft Copilot is preferred.

7. Experience with Teams VOIP or Windows Server is preferred.

Education: Pursuit of, or recipient of degree in Networking, Information Technology or related field; or equivalent combination of experience and education is strongly preferred.

Supervisory Responsibility, if any: This position does not have supervisory responsibility

Travel: Position will not require travel.

Benefits & Compensation:

• Compensation: The base salary range for this non-exempt role will be: $55,000-$65,000. Total compensation & offer package will include the following:
• Benefits: Regular full-time employees have access to medical, dental, and vision plans, health saving accounts with an employer contribution, flexible spending accounts, 401(k) plan, and life and accidental death & dismemberment (AD&D) insurance. Additional benefits may include employer-paid short/long-term disability plans, generous fitness and well-being benefits, work-related reimbursements, and fully paid family/caregiver leave. Regular full-time employees start with 11 Holidays, at least 20 paid PTO days, 2 Volunteer days, and 4 Personal Holidays in each calendar year.

Work Environment

This job operates in a professional office environment. Office hours are typically Monday-Friday from 8:30AM-5:30PM. In addition to working office hours staff may be required to work Timberwolves and Lynx home games, member events and meetings, and networking events. Work is generally sedentary in nature. The working environment is generally favorable. Work is generally performed within an office environment with standard office equipment available. This job also operates in a sports arena which includes bleachers/steps as well as moderate to high levels of noise.

Physical Demands

​​​​ The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate and exchange information with others both in person and over the telephone. The employee frequently is required to remain in a stationary position, as well as operate computers and other office equipment, such as a copy machine, printer and telephone. Staff will frequently ascend and descend bleachers/steps and traverse around the arena both on event days and non-event days. Staff may occasionally move objects weighing up to 15 pounds.

Travel ​​Position may require travel to external events. ​

EEO Statement

The Minnesota Timberwolves and Lynx are an equal employment opportunity organization

Our DEI Commitment

Our Diversity, Equity, and Inclusion initiatives reflect our nature as a Pack. Each one is defined by our collective strength and effort to move everyone forward. Through DEI, we speak up against social injustices, marginalization, and oppression, provide equal opportunities, embrace the differences of others, and create an environment where everyone feels accepted and welcome. Together, we empower each other to be champions of change, help put those around us in a position to win and use our voices for good.

As an organization, we’re proud to commit to accountability, transparency, change, and building DEI into everything we do; because when we do, our community becomes stronger.

E-Verify Statement

We participate in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot prove this, we will give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) to resolve the issue before any action might be taken against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Apply now to interview with us!