Help Desk Engineer (Level 3)

New York Mets•New York, NY

About The Position

About Mets Technology Technology plays a critical role in modern professional sports, supporting front office operations, stadium systems, and live event execution. The Mets Technology team delivers reliable, secure, and customer-focused IT services in a fast-paced, high-visibility environment where operational excellence and responsiveness are essential. We are seeking a Help Desk Engineer (Level 3) to serve as a senior technical resource within End User Services. This role provides advanced troubleshooting, escalation support, and technical guidance while contributing to the continuous improvement of service delivery across the organization. Role Summary The Senior Help Desk Engineer (Level 3) plays a key role in queue triage and serves as the primary Tier 3 escalation resource. This position exemplifies leadership by resolving complex technical issues, functioning as the escalation point for difficult incidents, mentoring junior engineers, upholding service standards, and collaborating with Technology Infrastructure teams to deliver seamless end-user support. While this role does not carry direct people management responsibilities, it is expected to demonstrate senior-level ownership, sound judgment, and technical leadership through example. The position balances hands-on technical work with mentorship, documentation, and collaboration across Technology teams.

Requirements

5+ years of experience in IT Help Desk, End User Support, or Desktop Support roles.
Demonstrated experience functioning as a senior or escalation-level engineer.
Experience supporting both corporate office users and operational environments.
Advanced troubleshooting skills across Windows, MacOS, iOS/iPadOS, and common enterprise productivity tools.
Strong experience with Microsoft 365, Active Directory / Entra ID, and endpoint security concepts.
Experience configuring and administering Mobile Device Management platforms (Microsoft Intune & JAMF, preferred).
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi, VPN).
Experience working within an ITSM environment (Jira Service Management, preferred).
Experience with identity management and authentication platforms, including access provisioning, MFA support, and user lifecycle management. (Okta preferred)
Working knowledge of cloud environments sufficient to perform initial triage, impact assessment, and troubleshooting prior to escalation to specialized infrastructure or application teams. (Google Cloud Platform and Microsoft Azure, preferred)
Asset management and documentation experience.
Strong communication skills, with the ability to explain technical issues clearly to non-technical users.
Demonstrated ownership, accountability, and sound decision-making in high-pressure situations.
Organized, detail-oriented, and service-focused mindset.
Ability to influence service quality and technical outcomes without formal authority.
Valid driver’s license with the ability to operate a motor vehicle.
Valid Passport for occasional Travel.
Flexibility to support schedules aligned with event operations (evenings, weekends, holidays as needed).

Nice To Haves

CompTIA A+, Network+, Security+
ITIL Foundation or equivalent ITSM certification
Microsoft endpoint or modern desktop certifications

Responsibilities

Advanced Technical Support & Escalation Serve as a Level 3 escalation resource for complex, high-impact, recurring end-user issues or game-day operations.
Take ownership of major incidents, coordinating resolution efforts with Infrastructure teams as needed.
Provide high-touch support for executives, business-critical users, and operational staff.
Conduct assessment and troubleshooting before escalating issues to specialized infrastructure or application teams.
Diagnose and resolve advanced problems across Windows, MacOS, mobile devices, identity & access management, endpoint security, and enterprise applications.
Incident Response & Operational Support Support incident response during outages or service disruptions, ensuring timely resolution and clear communication.
Participate in on-call and event support rotations, including nights, weekends, and holidays, aligned with game-day and live event operations.
Ensure issues are resolved in accordance with defined SLAs and operational expectations.
Systems, Devices & Access Management Support endpoint lifecycle management, including provisioning, configuration, deployment, and decommissioning of Windows, macOS, and mobile devices.
Administer and troubleshoot identity and access management processes, including user provisioning, permissions, and MFA.
Assist with onboarding and offboarding activities, ensuring security, compliance, and least-privilege access standards are followed.
Knowledge Sharing & Continuous Improvement Identify recurring issues and partner with leadership to improve help desk processes, workflows, service delivery metrics, and long-term technical solutions.
Contribute to and maintain high-quality documentation and knowledge base articles to improve first-contact resolution and reduce repeat incidents.
Share expertise with junior engineers through informal mentoring, technical guidance, and review of complex tickets.