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Helpdesk Support


The Help Desk Support role is a cornerstone of the Help Desk and the greater IT Operations team. As a member of the Help Desk Support team, you are the first point of contact with the IT Department for the majority of the business and as such you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently. Delivering effective business communication should be second nature. Responsibilities

  • Providing first and second level helpdesk support which includes receiving calls, opening and logging helpdesk tickets, addressing issues that can be quickly resolved and routing/escalating trouble tickets to the appropriate resource
  • Installing and configuring both Apple Mac and PC hardware and software
  • Diagnosing and repairing hardware faults for Mac and PC
  • Replacing parts as required for both Mac and PC computers
  • Responding to calls within agreed time limits and updating tickets for tasks completed
  • Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first – understand who the ‘VIP’ and other special users are
  • Seeking support from Helpdesk Lead and or Supervisor for calls that pass their due dates, or where more experience is required in resolving a call
  • Support remote offices, users, and events
  • Part of on-call rotation
  • Performing other related duties as assigned

Basic Qualifications

  • Minimum 2-3 years’ experience in Help Desk Support or an equivalent combination of education and experience in an enterprise environment
  • Great communication skills, able to clearly communicate steps to resolve end user’s issues
  • Strong Mac OSX 10.11, 10.10, 10.9 and 10.8 in an Active Directory Environment
  • Strong Knowledge of Current Windows Operating Systems up to and including Windows 10
  • Experience with MS Office 2010/16 and Office for Mac, particularly Outlook and Excel
  • Knowledge of and the ability to diagnose issues with MS Office for Apple and PC
  • Knowledge of Microsoft Active Directory Administration
  • Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
  • Knowledge of Mail clients - Outlook for Mac, Apple Mail, Outlook for PC
  • Strong Customer Service mentality and strong multitasking ability
  • Smartphone support experience
  • Good communication with end-users and customer focused
  • Good problem solving and root cause analytical capabilities
  • Positive working attitude and be a committed team player

Preferred Qualifications

  • Experience imaging Apple and PC computers. (SCCM, Symantec Ghost, JAMF, or other imaging tools and processes)
  • Proven ability to document issue resolution for helpdesk knowledgebase
  • Experience with Adobe Creative Cloud

Company Overview BAMTECH is a streaming technology joint venture between The Walt Disney Company, Major League Baseball Advanced Media, and the National Hockey League. BAMTECH handles streaming for numerous partners, some of which include, HBO, MLB, NHL, Eurosport, ESPN, and World Wrestling Entertainment.
Fans demand access to content on their own terms on any device, anytime, anywhere. We are those fans. As a result, the BAMTECH Media team helped pioneer live event streaming over the Internet in 2002 for Major League Baseball. The passion to improve that experience led to many impressive firsts: the first 720p or “HD Ready” stream, the consecutive record for concurrent streams and the first stream in 8K ultra HD. Today, BAMTECH has a proven, scalable platform that powers direct-to-consumer applications for leading entertainment brands; and is now a major player in sports and eSports rights acquisition.

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New York