IT Service Desk Technician

7 days ago

Boston, Massachusetts, United States Boston Red Sox Full time

DEPARTMENT OVERVIEW:

The Information Technology department provides strategic direction and day-to-day IT operational, software and emerging technology supporting the Red Sox, Fenway Sports Management, the Red Sox Foundation, and FSG Real Estate. Responsibilities include support for corporate and ballpark infrastructure, systems architecture, networks, computer and auxiliary operations, desktop support, data and cyber security, and broadcast cabling and related infrastructure. Provides applications development and support for corporate systems, MLB Ballpark and fan engagement apps, and systems and data architecture.

POSITION OVERVIEW:

The IT Service Desk Technician acts as the face of IT and serves as the primary interface between the Boston Red Sox employees and the IT Department. The ideal candidate will demonstrate adaptability, exceptional customer service, strong written and verbal communication skills, and the ability to build trustworthy relationships with employees, vendors, and guests. This role requires a blend of interpersonal skills, technical proficiency, and a collaborative spirit. Success in this position also depends on organizational skills, attention to detail, effective time management, and self-motivation.

RESPONSIBILITIES:

  • Monitor the IT Service Desk queue and resolve Level 1 and Level 2 tickets in accordance with established SLA policies.
  • Execute IT tasks related to employee onboarding, offboarding, and job changes, including PC imaging and configuration.
  • Perform administrative tasks in Active Directory and Office 365.
  • Manage hardware and equipment orders (e.g., mobile devices, computers) and reconcile expenses.
  • Administer enterprise applications and services, such as cloud storage and mobile device portals.
  • Serve as an IT Lead on Duty during the baseball season, covering an average of two games per month, including nights and weekends.
  • Contribute to the continued growth of support services, including contributing to the IT knowledge base by creating documentation and instructional materials.

CHARACTERISTICS/QUALIFICATIONS:

  • Strong problem-solving abilities.
  • Excellent oral and interpersonal communication skills.
  • Effective team player.
  • Ability to prioritize tasks, communicate risks, and interact with all levels of the organization.
  • Experience working in a Service Desk or Desktop Engineering role, with 2+ years experience desired.
  • Experience with Windows 10 and Service Desk support is mandatory.
  • Experience with desktop/laptop imaging.
  • Proficiency in Microsoft 365 and the Office Suite.
  • Strong troubleshooting skills for PC hardware and Windows 10.
  • Familiarity with MacOS hardware/OS (preferred).
  • Experience with Active Directory and Exchange.
  • Proficiency in configuring and troubleshooting iOS devices. (Android is a plus)
  • Knowledge of video conferencing technology solutions.
  • Experience with AirWatch/VMWare Workspace One.
  • Proficiency with SCCM and ServiceNow IT Service Management.
  • Familiarity with AD Manager and cloud storage administration (e.g., DropBox, OneDrive, Box).
  • Experience with Zoom platform administration (meeting room and phone).

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