IT Support Technician

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 .

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.

Key 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

Mindset & Approach

• 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

Education & Experience

• 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

Technical Skills

• 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)
• CompTIA A+ certification (preferred)

Work Environment & Requirements

• Fast-paced environment supporting multiple companies and technologies
• Hybrid schedule: 1 remote day per week after 90 days, subject to business needs
• Travel required to support locations across the United States and Canada
• Ability to lift up to 40 lbs and assist with equipment setup, relocation, and disposal
• Participation in hands-on IT infrastructure and deployment projects

Our Workplace: Employees shall work in a non-hostile work environment. That is, the employee is expected not to engage in any activity that unreasonably interferes with performance of any other employee, such as sexual harassment, unlawful discrimination or any other behavior that unduly demeans or intimidates another employee.

Our Employees: Full Time Employees enjoy employer subsidized medical, dental and vision eligibility, Paid Sick leave and Annual Vacation leave. Employees are also eligible for participation in our 401k plan with company match and ten (10) paid holidays in a calendar year.

Cutter & Buck/New Wave Group NA is proud to be an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. E-Verify: We verify the identity and employment authorization of individuals hired for employment in the United States.

We maintain a drug-free workplace and perform pre-employment post-offer substance abuse testing, complete post-offer background check are required for all positions. A clear driving record is required for Safety Sensitive and Sales positions.

Cutter & Buck, Inc./New Wave Group is a socially responsible company.