IT Support Technician
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. Job Vision: 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. Location: This role is based at the Ahead subsidiary headquarters in New Bedford, MA.
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 (preferred)
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
Benefits
- employer subsidized medical, dental and vision eligibility
- Paid Sick leave
- Annual Vacation leave
- participation in our 401k plan with company match
- ten (10) paid holidays in a calendar year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
