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Working in Mets Technology

Technology has become fundamental to the future of Major League Baseball, and the New York Mets are committed to adopting the technology and tools necessary to drive the success of the company both on and off the field. Our Technology team is a group of experts dedicated to delivering exceptional customer service while working across the industry to collaborate in a rapidly evolving technological landscape.

Summary

The Helpdesk Technician is the primary point of contact for the Mets Technology Department. Our ideal candidate will deliver excellent technical and customer service, and possess professionalism and initiative to get problems resolved quickly and efficiently.

Essential Duties & Responsibilities

  • Providing helpdesk support, including but not limited to receiving calls, opening and logging help desk tickets, addressing issues that can be quickly resolved, and routing/escalating trouble tickets to the appropriate resource.

  • General support of internal customer client computing devices, software and peripherals and maintain the inventory of such equipment.

  • Install and configure both Apple Mac and Windows PC hardware and software.

  • Imaging Windows PCs for deployment to end users.

  • Diagnose and repair hardware faults for computer hardware.

  • Replace computer parts as required.

  • Set-up, configure and troubleshoot Android and iOS devices.

  • Respond to calls within SLAs and updating tickets for tasks completed.

  • Effectively prioritizing calls and service desk tickets to ensure those that have greatest impact on the business are resolved first.

  • Seeking support from manager and senior staff for overdue incidents, or where more experience is required in resolving a call.

  • Escalate major incidents to IT management quickly and clearly.

  • Document issue resolution for Service Desk knowledge base.

  • Provide event support rotation (may include nights, weekends, and/or holidays).

  • Perform other related duties as assigned.

Qualifications:

  • 4-year college degree in Computer Information Systems or equivalent discipline.

  • Minimum 2-3 years of experience in client service, desktop support or an equivalent combination of education and experience.

  • Excellent communication skills, able to clearly communicate steps to resolve end user’s issues.

  • Strong customer service and multitasking skills.

  • Resourcefulness and ability to problem solve until the task at hand is complete.

  • Strong knowledge of Microsoft Windows environments, Mac OS in an Active Directory and Enterprise environment

  • Experience in supporting & diagnosing issues with Microsoft Office 365 & associated applications.

  • Working knowledge of Microsoft Active Directory Administration

  • Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.).

  • Experience supporting Adobe Creative Cloud experience a plus.

  • Scripting and automation using tools such as PowerShell, Splunk, etc are a plus.

  • CompTIA A+ certification, MCDST, and or other certifications are a plus.

The above information is intended to describe the general nature, type, and level of work to be performed. The information is not intended to be an exhaustive or complete list of all responsibilities, duties, and skills required for this position. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. The individual selected may perform other related duties as assigned or requested.

The New York Mets recognize the importance of a diverse workforce and value the unique qualities individuals of various backgrounds and experiences can offer to the Organization. Our continued success depends heavily on the quality of our workforce. The Organization is committed to providing employees with the opportunity to develop to their fullest potential.

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