A Day in the Life: MSP Technician

November 3, 2022

by Tiffany McCabe

At BDK, Inc., one of our biggest assets is our people. Our teams are comprised of innovators, problem solvers, trailblazers, and leaders with more than a century of combined experience in the IT field. Our motto, “IT Made Simple” directly correlates to our down-to-earth and service-oriented employees who make IT approachable for our customers.

Last week, we spotlighted our managed services (MSP) team and how they support all preventative and proactive maintenance of our customer’s IT infrastructure. This week, Rob Connors, Level II Technician on BDK’s MSP team, provides a glimpse into his IT background, day-to-day responsibilities, and what makes BDK a great place for IT professionals to work and grow.

What is your role at BDK, Inc?

I am a Level II MSP technician, which is BDK’s experienced help desk role for customers. My main roles include PC set up, advanced PC and software trouble shooting, system patching, monitoring, and maintenance, and network trouble shooting. I also function as a first stop for help desk tickets our Level I technicians need more support on, and escalate cases to more experienced team members as needed.

Additionally, I serve as a resource for larger-scale client projects and system set-ups. This can include physically moving servers and setting up computers or planning file system/SharePoint setups. Depending on our client’s needs, I can serve them on-site or remotely.
How did you end up in the IT field, and ultimately, working at BDK?

Growing up on the Eastern Shore, my interest in the IT field started with an interest in technology itself—mostly gaming and then a general interest in how technology works and what I could do with it. I started teaching myself computer programming, and then ultimately earned my B.S. in Computer Science from Towson University. While I was a student, I worked for the University’s science department—providing on-site technician support and working closely with the department to solve any IT issues.

Once I graduated college, I came back to the Eastern Shore and learned about BDK from friend and colleague, Brandon Harrison. I wanted an opportunity to grow my experience and work with seasoned IT professionals, and after interviewing with company owners Bruce and Edwina, learning more about the company, and seeing clear growth opportunities on the MSP team specifically, I knew BDK was a great place to further develop my IT skills post-college.
Describe your typical day as an MSP Technician?

Most mornings start the same. Once I get to the office, I check our ticket system to see what came in overnight and the status of any tickets I am currently working on. In-between managing the ticket queue and responding to tickets, I also work on a lot of projects related to the Microsoft Suite, client servers, and client networks. Most days also include conducting routine maintenance on customer systems and backups.

Some days consist of going to different customer sites for cable running, PC set up, or maintenance. Additionally, technicians rotate who is on call, in case anything breaks. If there are any system down issues, I work to get additional resources running on those.
What do you enjoy most about working for BDK?
BDK provides a great mix of professional development opportunities and comradery. In addition to working together to implement new services or solve issues for customers, our technicians go out to lunch together every day—fostering more collaboration opportunities. Further, in the year I’ve worked here, there has never been a shortage of opportunities to learn something new, either via trainings or from other BDK staff. Additionally, no level of support is too small for our senior staff. If you say you need help with something, one of our IT leaders is always willing to step up and support as needed.

Check back in the coming weeks for more “Day in the Life” features of our team members. To read more of our content and learn more about our team, click here.

A Day in the Life: MSP Technician

November 3, 2022

by Tiffany McCabe

What is your role at BDK, Inc?

I am a Level II MSP technician, which is BDK’s experienced help desk role for customers. My main roles include PC set up, advanced PC and software trouble shooting, system patching, monitoring, and maintenance, and network trouble shooting. I also function as a first stop for help desk tickets our Level I technicians need more support on, and escalate cases to more experienced team members as needed.

Additionally, I serve as a resource for larger-scale client projects and system set-ups. This can include physically moving servers and setting up computers or planning file system/SharePoint setups. Depending on our client’s needs, I can serve them on-site or remotely.
How did you end up in the IT field, and ultimately, working at BDK?

Growing up on the Eastern Shore, my interest in the IT field started with an interest in technology itself—mostly gaming and then a general interest in how technology works and what I could do with it. I started teaching myself computer programming, and then ultimately earned my B.S. in Computer Science from Towson University. While I was a student, I worked for the University’s science department—providing on-site technician support and working closely with the department to solve any IT issues.

Once I graduated college, I came back to the Eastern Shore and learned about BDK from friend and colleague, Brandon Harrison. I wanted an opportunity to grow my experience and work with seasoned IT professionals, and after interviewing with company owners Bruce and Edwina, learning more about the company, and seeing clear growth opportunities on the MSP team specifically, I knew BDK was a great place to further develop my IT skills post-college.
Describe your typical day as an MSP Technician?

Most mornings start the same. Once I get to the office, I check our ticket system to see what came in overnight and the status of any tickets I am currently working on. In-between managing the ticket queue and responding to tickets, I also work on a lot of projects related to the Microsoft Suite, client servers, and client networks. Most days also include conducting routine maintenance on customer systems and backups.

Some days consist of going to different customer sites for cable running, PC set up, or maintenance. Additionally, technicians rotate who is on call, in case anything breaks. If there are any system down issues, I work to get additional resources running on those.
What do you enjoy most about working for BDK?
BDK provides a great mix of professional development opportunities and comradery. In addition to working together to implement new services or solve issues for customers, our technicians go out to lunch together every day—fostering more collaboration opportunities. Further, in the year I’ve worked here, there has never been a shortage of opportunities to learn something new, either via trainings or from other BDK staff. Additionally, no level of support is too small for our senior staff. If you say you need help with something, one of our IT leaders is always willing to step up and support as needed.

Check back in the coming weeks for more “Day in the Life” features of our team members. To read more of our content and learn more about our team, click here.