IT Support Technician

Cutter & Buck•New Bedford, MA

2d•Hybrid

About The Position

Our Vision: Empowering people with long-lasting, high-quality sportswear helps them succeed in their own lives, and makes them proud to be a part of something bigger than themselves. Our Mission: Our objective is to be the world's best sportswear supplier for retailers, companies, and teams. We are seeking a dedicated, experienced, and energetic IT professional to join our growing Information Technology team with NewWave Group. This role is critical in delivering high-quality technical support and ensuring business needs are met through strong technical expertise, excellent communication skills, a customer-focused mindset, and a patient, approachable demeanor. This position is primarily onsite, with eligibility for a hybrid schedule of one (1) remote workday per week after a successful 90-day review, based on business and support needs. Standard schedule is Monday through Friday, day shift. Job Summary Reporting to the Director of IT Operations, this position is part of a collaborative team responsible for supporting and maintaining IT infrastructure across the United States and Canada. The role supports server, endpoint, cloud, network, and application environments to ensure optimal performance, security, and uptime. This position contributes to centralized IT operations supporting multiple NewWave Group companies and locations throughout North America. Travel to other company locations in the U.S. and Canada is required with a valid passport.

Requirements

Minimum of 3 years of experience in IT Help Desk or Desktop Support
Associate’s or Bachelor’s degree, or equivalent combination of education, certifications, and experience
Experience with Microsoft 365, Active Directory, and MFA administration
Comfortable supporting both Windows and Mac OS environments
Working knowledge of networking fundamentals (OSI model, TCP/IP, VPN, DNS, DHCP, WAN/LAN/VLAN)

Nice To Haves

CompTIA A+ certification

Responsibilities

Provide Tier 1 Service Desk support; respond to tickets via email, voice, chat, in person and ticketing system in a timely, professional manner
Document, track, and resolve incidents, including follow-up actions, within the Service Desk platform
Diagnose and troubleshoot hardware, software, and network-related issues
Deliver technical support to users located onsite and fully remote staff.
Manage user accounts (e.g., password resets, permissions, distribution groups, MFA)
Escalate complex issues to Tier 2/3 support as needed
Install, configure, image, and maintain desktops, laptops, mobile devices, and peripherals
Ensure endpoint security tools and required applications are installed and functioning properly
Assist with software deployment, updates, and patching
Support network printers and related peripherals
Perform hardware upgrades and repairs (memory, storage, etc.)
Provide end-user training and guidance on IT best practices
Maintain and update technical documentation
Work independently with minimal supervision
Perform other duties as assigned
Maintain a strong customer-first focus while delivering technical support
Demonstrate strong organizational, prioritization, and multitasking skills
Adapt effectively in a fast-paced, dynamic environment
Embrace challenges, learn from feedback, and continuously improve