IT Support Technician

Salary: $97,000 - 124,000 per year Requirements:

• We require at least 3 years of experience in IT help desk or desktop support.
• We look for an associates or bachelors degree, or an equivalent mix of education, certifications, and hands-on experience.
• We need experience administering Microsoft 365, Active Directory, and multifactor authentication.
• We value comfort supporting both Windows and Mac operating systems.
• We expect working knowledge of networking fundamentals, including the OSI model, TCP/IP, VPN, DNS, DHCP, WAN, LAN, and VLAN.
• We prefer CompTIA A+ certification.
• We require the ability to lift up to 40 lbs and assist with equipment setup, movement, and disposal.
• We require a valid passport and the ability to travel across the United States and Canada.
• We need candidates who can work in a fast-paced environment and handle multiple priorities effectively.
• We seek strong organizational, time management, and multitasking abilities.
• We require a customer-first mindset, along with clear communication and a patient, approachable manner.
• We expect the ability to work independently with minimal supervision.

• We provide Tier 1 service desk support and respond promptly to requests through email, phone, chat, in person, and our ticketing system.
• We document, monitor, and resolve incidents in our service desk platform, including follow-up actions.
• We diagnose and resolve hardware, software, and network-related issues.
• We support users onsite and remotely across our locations.
• We manage user accounts, including password resets, permissions, distribution groups, and MFA settings.
• We escalate complex issues to Tier 2 or Tier 3 support when needed.
• We install, configure, image, and maintain desktops, laptops, mobile devices, and peripherals.
• We ensure endpoint security tools and required applications are installed and operating correctly.
• We assist with software deployment, updates, and patching.
• We support network printers and related peripherals.
• We perform hardware upgrades and repairs, such as memory and storage replacements.
• We provide guidance and training to end users on IT best practices.
• We maintain and refresh technical documentation.
• We work independently while contributing to hands-on IT infrastructure and deployment projects.
• We collaborate with a team supporting server, endpoint, cloud, network, and application environments.
• We travel to other company sites in the United States and Canada as required.
• We complete additional duties as assigned.

• Active Directory
• Cloud
• Hardware
• Support
• LAN
• Microsoft 365
• Mobile
• Network
• Security
• TCP/IP
• VPN
• Windows
• Office 365

More:

We are a socially responsible sportswear company guided by a vision of helping people succeed through long-lasting, high-quality apparel and a mission to be the worlds best sportswear supplier for retailers, companies, and teams. We are building a collaborative Information Technology team to support multiple NewWave Group companies and locations across North America. This role is based primarily onsite in New Bedford, MA, with eligibility for one remote day per week after a successful 90-day review, depending on business and support needs. The schedule is Monday through Friday on day shift. We offer a positive workplace culture focused on respect and a non-hostile environment, along with full-time benefits that include employer-subsidized medical, dental, and vision coverage, paid sick leave, annual vacation, a 401(k) plan with company match, and ten paid holidays each year. We are an equal opportunity employer, maintain a drug-free workplace, and require post-offer screening and background checks where applicable.

last updated 35 week of 2026