IT Service Desk Technician

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.

Requirements

• 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.