Job Description:

Summary:

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 varied experts dedicated to delivering exceptional customer service while working across the industry to collaborate in a rapidly evolving technological landscape.

We are seeking a dedicated and skilled Help Desk Engineer to join our technology team and provide vital technical support across the organization. This position builds on our team, ensuring the team remains capable of delivering high-quality support. You will work in a dynamic environment, troubleshooting a wide range of technical issues, from hardware, software, network, and end user access problems. The ideal candidate will have strong problem-solving skills, a solid technical background, and excellent communication and customer service abilities. This is a great opportunity for someone with a passion for technology to grow while making a significant impact within our team. We offer opportunities for career advancement, ongoing professional development, and a collaborative work environment.

Responsibilities:

Provide Tier 1 and Tier 2 technical support to end-users via phone, email, and in person.

Assign and route help desk tickets using Jira Service Manager (JSM) accordingly to ensure proper issue resolution.
Troubleshoot hardware issues, including desktops, laptops, mobile devices, printers, and peripherals.
Resolve software issues related to applications, operating systems, and security tools.
Handle user account management, including password resets, access provisioning, and permissions.
Assist with email configuration and support, including resolving issues in Microsoft Office 365 or other platforms.
Prepare Windows & Mac systems for deployment to end users.
Install, update, and configure software applications.
Support user onboarding and offboarding processes, ensuring access to necessary systems and adhering to security protocols.
Troubleshoot network connectivity issues (Wi-Fi, VPN, etc.).
Respond to and resolve service outages or incidents, escalating more complex problems to senior staff, as necessary.
Maintain end user asset inventory and documentation. Experience using Device42 for asset inventory management is a plus.
Maintain accurate documentation of support requests and resolutions in the help desk ticketing system (JSM) & contribute to help desk knowledge base.
Respond to issues within SLAs and update tickets for tasks completed.
Provide event support rotation (may include nights, weekends, and/or holidays).
Perform other related duties as assigned.

Skills and Qualifications:

2-4 years of experience in a Help Desk or technical support role
Proficiency with Windows, mac OS and mobile device platforms
Proficiency with hardware support of windows-based laptops and desktops, Macs & mobile devices (iPhone/iPad).
Knowledge of using Mobile Device Management tools (Microsoft Intune, JAMF)
Experience in supporting & diagnosing issues with Microsoft Office 365, Active Directory & associated applications.
Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
Basic understanding of security protocols and best practices.
Excellent communication skills, able to clearly communicate steps to resolve end user’s issues.
Ability to work in a fast-paced environment, managing multiple tasks simultaneously.
Resourcefulness and ability to problem solve until the task at hand is complete.

Certification in CompTIA A+, Network+, or equivalent is preferred.
Possess a valid driver's license with ability to operate a motor vehicle; car ownership not required.

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.

Salary Range: $70,000 - $75,000

For technical reasons, we strongly advise to not use an .edu email address when applying. Thank you very much.