IT Support Specialist

Tecnica Group; West Lebanon (NH); On-site; USD 52,000 - 72,000; Full time

Job summary

Tecnica Group North America is seeking an IT Support Specialist to provide frontline hardware and software support for our end users across multiple locations including Canada. You will manage tickets, onboard/offboard users, and maintain IT infrastructure with a focus on security and reliability.

The role requires experience with Active Directory, Microsoft 365, VOIP, and device management. Some travel to other sites and occasional overnight stays may be required.

Qualifications

• Experience with Microsoft Active Directory and Microsoft 365 cloud environment including Exchange Online and Entra ID.
• Experience with Office 365 setup and operations and VOIP/cell/tablet support.
• Knowledge of networking hardware, switches, firewalls, VLANs, and SD-WAN.
• Experience administering Windows and Linux servers with remote support guidance.
• MDM platforms for device management (Mosyle/Jamf/Intune or similar).
• Ability to script tasks with PowerShell, Bash or Python.
• Travel to other locations including Canada as needed.

Responsibilities

• Provide end-user hardware and software support and manage help desk tickets.
• Install, configure, and maintain desktops, laptops, VOIP phones and printers.
• Onboard/offboard users and manage access controls.
• Support business‑critical software and IT infrastructure projects.
• Document procedures, asset configurations and maintain ticket records.
• Assist with network drives, file shares and remote connectivity.

Skills

Patience and customer service

Clear communication

Problem solving

Time management

Education

Bachelor's degree in IT/CS

Tools

Active Directory

Microsoft 365

Exchange Online

Entra ID

VOIP

MDM (Mosyle/Jamf/Intune)

PowerShell

Bash

Python

Cisco networking (plus)

Job description

At Tecnica Group, every role—on the mountain, in the warehouse, or behind a desk—helps bring our vision to life: inspiring an active, outdoor lifestyle through great products and experiences. We're excited you're considering joining our team of passionate, driven people who believe in movement, adventure, and growth.

With over 60 years in business and a global family of brands—Blizzard, Lowa, Nordica, Moon Boot, Rollerblade, and Tecnica,— we're proud of our roots and excited about our future. Tecnica Group North America has about 100 team members across our U.S. and Canadian offices, all part of a worldwide team 3,400+ strong.

We’re not just a workplace— we’re a community that supports wellness, embraces curiosity, and values people from all walks of life. Our leaders are committed to helping you grow—professionally and personally—because we know that when you thrive, we all move forward.

Job Purpose

This position’s primary focus is IT Support Specialist for end users across the Tecnica Group North America organization. Primary job responsibilities will include user hardware & software support, help desk ticket management and escalation, installation of computer systems and software, configuration and support of tablets, phones, installation and support of hybrid digital/physical meeting spaces, and maintaining computer networks and connectivity. Expanded responsibilities in IT infrastructure and networking may be assigned based on the candidate’s skill set and experience.

Duties and Responsibilities

• Builds trust and confidence by providing clear and timely status updates for help desk tickets or projects
• Provide confidence-inspiring service through patience, positivity, and attentive listening to users’ issues
• Responds in a timely manner to service issues and requests sent in through the help desk portal, including handling request escalations.
• Installs, configures, maintains, and monitors IT hardware including desktop PCs, laptops (Windows and MacOS), VOIP phones, printers.
• Oversees the onboarding and offboarding of users.
• Creates and manages access controls on IT infrastructure.
• Installs, configures, and supports business critical software across the company.
• Implements policies, procedures, and best practices as laid out by the global IT team.
• Plans and makes recommendations for future IT projects and improvements to IT infrastructure.
• Maintains inventory records of both hardware and software.
• Provides technical support for all departments across multiple physical locations.
• Basic repairs and replacement of equipment as necessary.
• Follow emergency plans for equipment, security or power failures when necessary.
• Manages and troubleshoots mapped network drives and file share access.
• Documents procedures, asset configurations, and maintains accurate help desk ticket records.

Qualification Requirements

• Experience with Microsoft Active Directory and the Microsoft 365 cloud environment, including Exchange Online and Entra ID.
• Experience working with Microsoft Office 365 setup and operations.
• Experience managing VOIP, cell phone and tablet setup and maintenance.
• Experience operating Audio/Video equipment.
• Familiarity with networking infrastructure including switches, firewalls, VLAN, wireless and SD-WAN.
• Ability to administer enterprise wireless networks.
• Comfort supporting Windows and/or Linux servers under guidance from remote Network administration
• Experience with MDM platforms (Mosyle, Jamf, Intune, or similar) for device management.
• Experience using scripting languages (PowerShell, bash, Python) to automate IT tasks.
• Experience with Cisco networking equipment a plus.
• Working knowledge of internet security and data privacy principles and best practices.
• Occasional overnight travel to other locations where remote support is not possible. Ability to travel to Canada is required.

Additional Skills and Qualifications

• Patient, friendly demeanor with a great aptitude for listening.
• Exhibits qualities of compassion, passion, patience, honesty and optimism.
• Demonstrates great customer service skills, listens carefully, and exercises patience.
• Excellent verbal, written and interpersonal communication.
• Excellent critical thinking, decision making, diagnostic and problem-solving skills.
• Outstanding organizational and time-management skills.
• Ability to prioritize and meet goals.
• Ability to work under pressure.
• 1-3 years of experience working in an IT role.
• Certification and degree in information technology, computer science or related field.

Physical Requirements

Work activities may include climbing, bending, stooping, and kneeling – and may require sitting for long periods of time. Occasionally may be required to lift up to 60 lb. cartons and may require walking to and from the warehouse (approx. 500 yards). Manual dexterity and coordination are required while operating equipment such as computer keyboard, mouse, calculator and similar machines.