IT Support Technician

Gathr Outdoors; Haddam (CT); On-site; USD 45,000 - 65,000; Full time

Job summary

Gathr Outdoors seeks an IT Support Technician I to serve as the first point of contact for end users, delivering Tier 1 support for hardware, software, and connectivity issues in a modern hybrid environment. The role involves onboarding/offboarding, asset management, and basic troubleshooting across Windows, macOS, and cloud services.

The ideal candidate has 1–2 years of Microsoft‑environment IT support, strong customer service skills, and familiarity with Active Directory and Entra ID.

Qualifications

• High School diploma required; technical training or certifications preferred.
• 1–2 years IT support experience in a Microsoft environment preferred.
• Strong knowledge of Windows 11 and macOS support and troubleshooting.
• Familiarity with Microsoft 365, Active Directory, and Entra ID concepts.
• Basic networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi.
• Strong customer service and communication skills; ability to manage multiple requests.

Responsibilities

• Provide onsite and remote Tier 1 support for PC/Mac hardware, software, printers, mobile devices, and peripherals.
• Troubleshoot issues related to Windows 10/11, macOS, Microsoft 365, Teams, Outlook, VPN, and Wi‑Fi access.
• Escalate advanced issues to senior IT staff per SLAs.
• Assist with onboarding/offboarding, including hardware setup and account provisioning.
• Create/modify/disable user accounts in Active Directory and Entra ID per procedures.
• Support Microsoft 365 administration including Exchange, Teams, OneDrive, and SharePoint permissions.
• Maintain IT asset inventory and lifecycle tracking.
• Assist with OS updates, patching, antivirus monitoring, and endpoint health.
• Troubleshoot network connectivity issues (Ethernet, Wi‑Fi, VPN, DNS, printers).
• Assist with conference room tech, AV equipment, and VoIP systems.
• Document troubleshooting steps and maintain internal IT documentation.
• Coordinate with vendors and third‑party support as needed.
• Support IT projects, office moves, hardware refreshes, and other initiatives.

Skills

Windows 11/10 support

macOS support

Entra ID/Azure AD

Active Directory

Microsoft 365 administration

VPN/DNS/DHCP/Wi‑Fi

customer service

ticketing systems

Education

High School diploma

Associate degree (IT)

Tools

Microsoft 365

Exchange/Teams/OneDrive/SharePoint

NetSuite (ERP)

Job description

IT Support Technician I
Location: Higganum, CT / Onsite
Reports To: IT Systems Manager
Brand/Segment: Gathr Outdoors

ABOUT THE COMPANY

Gathr Outdoors, a portfolio company of Centre Partners, is a diversified global leader in designing and manufacturing outdoor products and sporting goods. Our core business segments are OUTDOOR (GCI Outdoor, Klymit, Rightline Gear, Cascadia Vehicle Tents & WaterPORT) and RECREATION (PrideSports, Pride Manufacturing, Golf Scorecards & MacNeill Engineering). Each segment provides industry-leading product development, design, and customer support.

At Gathr Outdoors, we believe experiences are always more powerful when spent together outside. We are Better Together, Passionate by Nature, Blazing New Trails & Rugged for a Reason! Come join us...Everyone is welcome at our camp!

We are one of the fastest-growing outdoor manufacturers in the U.S. We live by the belief that experiences are always more powerful when spent together outside. Welcome to our camp! We wish you every success in your new role.

ABOUT THE POSITION

In this hands-on role, the IT Support Technician I serves as the first point of contact for end users, providing Tier 1 technical support for hardware, software, account access and connectivity issues. This role focuses on delivering timely, high-quality customer service, resolving common technical issues efficiently, and escalating more complex problems to senior IT staff as appropriate.

Our environment is a modern hybrid infrastructure consisting of Windows 11, macOS, Microsoft Entra ID (Azure AD), Windows Server, Microsoft 365, and cloud-based business systems, including NetSuite. This role supports day-to-day endpoint operations, onboarding/offboarding activities, inventory management, and basic troubleshooting while following documented procedures and escalation paths.

This position requires occasional travel between company locations as needed.

ESSENTIAL JOB FUNCTIONS

• Provide onsite and remote Tier 1 technical support for PC and Mac hardware, software, printers, mobile devices, and peripherals.
• Troubleshoot user issues related to Windows 10/11, macOS, Microsoft 365, Teams, Outlook, VPN connectivity, and Wi-Fi access.
• Escalate unresolved or advanced technical issues to senior IT staff in accordance with established Service Level Agreements (SLAs).
• Assist with employee onboarding and offboarding, including hardware setup, account provisioning, and access management.
• Create, modify, and disable user accounts in Microsoft Active Directory and Microsoft Entra ID following documented procedures.
• Support Microsoft 365 administration including Exchange mailboxes, Teams, OneDrive, and SharePoint permissions.
• Maintain IT asset inventory including deployment, recovery, tagging, and lifecycle tracking of hardware and software.
• Assist with operating system updates, endpoint patching, antivirus monitoring, and endpoint health maintenance.
• Troubleshoot basic network connectivity issues involving Ethernet, Wi-Fi, VPN, DNS, and printers.
• Assist with conference room technology, audio/visual equipment, and VoIP phone systems.
• Demonstrate willingness to learn and adopt AI productivity tools (such as Microsoft Copilot, Claude) to improve support efficiency and documentation.
• Document troubleshooting steps, create knowledge base articles, and maintain internal IT documentation.
• Coordinate with vendors and third-party support providers as needed.
• Support company IT projects, office moves, hardware refreshes, and other initiatives as assigned.
• Perform other duties and projects as assigned.

QUALIFICATIONS / REQUIREMENTS

• High School diploma required; technical training, certifications, or equivalent experience preferred.
• 1–2 years of IT support experience in a Microsoft environment, including internships or equivalent hands‑on training, preferred.
• Strong knowledge of Microsoft Windows 11 and macOS support and troubleshooting.
• Familiarity with Microsoft 365, Active Directory, and Microsoft Entra ID concepts.
• Basic knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Strong customer service and communication skills with a professional and positive attitude.
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
• Experience working with ticketing systems and documenting technical issues preferred.
• Ability to work independently while collaborating effectively with team members and other departments.

PREFERRED QUALIFICATIONS

• Associate degree in Information Technology or related field.
• CompTIA A+ and Microsoft certifications preferred.
• Experience supporting onsite, remote, and multi-location users.
• Experience with endpoint management, antivirus platforms, or mobile device management (MDM) solutions.
• Experience with NetSuite or similar ERP/business systems at a user support level.
• Familiarity with AI-powered productivity tools such as Microsoft Copilot, Claude, or similar platforms used in a business environment.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to communicate effectively with team members, candidates, and external partners through multiple forms of technology with telephone and computer. Must be able to receive and convey information.
• The person in this position needs to occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc. as well as have the ability to remain in a stationary position 50% of the time.

The company's Job Descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.

Gathr Outdoors is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request (you can email [e-mail]). The company is pleased to provide such assistance, and no applicant will be penalized because of such a request.