Help Desk Engineer (Level 3)

Help Desk Engineer (Level 3)

At Citi Field, technology is part of the everyday game plan - from front office productivity and clubhouse operations to ballpark systems that keep gates, concessions, security, and in-game entertainment running smoothly. Mets Technology delivers reliable, secure, and customer-focused IT services in a fast-paced, high-visibility environment where responsiveness and operational excellence matter every day and especially on game day.

We are seeking a Help Desk Engineer (Level 3) to serve as a senior technical resource within End User Services and the escalation closer when issues threaten business productivity or game-day readiness. This role provides advanced troubleshooting, escalation support, and technical guidance while strengthening service delivery across the organization - from office teams to ballpark operations.

The Help Desk Engineer (Level 3) is the primary Tier 3 escalation resource and queue triage leader - owning complex, high-impact, time-sensitive issues that threaten productivity or game-day readiness. This role ensures crisp handoffs and fast resolution in partnership with Systems, Network, AV, and Product Support teams, while driving continuous improvement through root-cause analysis, repeat-issue elimination, and stronger support standards across offices and Citi Field operations.

This role has no direct people-management duties, but requires senior ownership, sound judgment, and calm execution during live events. It combines hands-on troubleshooting with mentorship, documentation/playbooks, cross-team coordination, and participation in post-incident reviews to identify trends and prevent repeat issues.

Essential Duties & Responsibilities

Advanced Technical Support & Escalation

• Tier 3 escalation for complex, high-impact, recurring issues affecting game-day readiness and stadium operations
• Own major incidents and coordinate with wider Technology teams to restore service fast
• Provide high-touch support for executives and business-critical/operational users
• Rapidly assess impact, isolate root cause, and route/escalate with clear technical context
• Resolve advanced issues across Windows/macOS, mobile, IAM, endpoint security, and core enterprise apps

Incident Response & Operational Support

• Support outages and disruptions with clear communication, rapid recovery, and follow-up actions to prevent recurrence - especially when gates-open, in-game systems, or readiness are at risk
• Participate in on-call and event support rotations (nights/weekends/holidays) aligned with homestands and special events
• Meet SLAs and operational expectations; track outcomes and improve reliability through post-incident follow-up

Systems, Devices & Access Management

• Own endpoint lifecycle support (provisioning, deployment, configuration, and decommissioning) for Windows, macOS, and mobile - standardizing builds to reduce repeat tickets
• Administer and troubleshoot identity/access (provisioning, permissions, MFA) to ensure timely, least-privilege access
• Support onboarding/offboarding (including seasonal/event roles) with strong security and compliance practices

Knowledge Sharing & Continuous Improvement

• Analyze trends and recurring issues; partner with leadership/peer teams to improve workflows, metrics, and long-term fixes
• Create and maintain clear documentation and knowledge articles/playbooks to increase first-contact resolution
• Coach and mentor junior engineers and review complex tickets to raise support quality

Required Skills & Qualifications

Experience

• 7+ years of experience in IT Help Desk and direct End User Support roles
• Demonstrated experience functioning as a senior or escalation-level engineer
• Experience supporting both corporate office users and live event environments

Technical Expertise

• Advanced troubleshooting across Windows, macOS, iOS/iPadOS, and enterprise productivity tools
• Strong experience with Microsoft 365, Active Directory/Entra ID, and endpoint security concepts
• Support experience with COTS/SaaS business apps (troubleshooting, vendor escalation, change management)
• MDM administration (Microsoft Intune and JAMF preferred)
• OS/app deployment and patching across Windows and macOS (testing rings, cadence, rollback planning)
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi, VPN)
• ITSM experience (Jira Service Management preferred)
• Identity and authentication platforms (access provisioning, MFA, user lifecycle management; Okta preferred)
• Working knowledge of cloud environments for initial triage (GCP and Azure preferred)
• Asset management and documentation experience

Professional Attributes

• Clear communicator who can translate technical issues for non-technical users
• High ownership, accountability, and sound judgment under pressure
• Organized, detail-oriented, and service-focused
• Able to influence outcomes without formal authority

Preferred Certifications

• CompTIA A+, Network+, and/or Security+
• ITIL Foundation (or equivalent ITSM certification)
• Microsoft endpoint or modern desktop certifications

Additional Requirements

• Valid driver's license
• Valid passport for occasional travel
• Flexibility to support event-aligned schedules (evenings/weekends/holidays as needed)

Why This Role Matters

This Help Desk role delivers stability in critical moments, raises the standard of service, and helps the organization stay ready for every homestand and special event. By combining deep technical expertise with senior-level leadership and a continuous-improvement mindset, the Level 3 Engineer strengthens reliability over the course of the season—supporting live baseball operations and the fan experience, from behind-the-scenes staff workflows to the systems that help Citi Field run smoothly on game day.

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 value the unique qualities individuals with various backgrounds and experiences can offer 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: $95,000 - $110,000

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