Position Purpose
The IT Technician supports TYR Sport and Swimwear Anywhere by serving as the first point of contact for all technology-related issues across both organizations. This role is responsible for handling first-level through advanced support of service requests related to workstations, servers, printers, networks, and vendor-specific hardware and software. The IT Technician ensures that both companies' teams can operate efficiently and without disruption, maintaining high service standards and fast resolution times across all technology touchpoints.
Essential Duties & Responsibilities
Technical Support
- Provide IT support for technical issues involving core business applications and operating systems across TYR Sport and Swimwear Anywhere environments.
- Deliver basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Implement and support remote access solutions including VPN and Terminal Services.
- Monitor remote monitoring and management (RMM) system alerts and notifications; respond through service tickets in a timely manner.
- Identify, research, and resolve technical problems across workstations, servers, printers, and peripheral devices.
- Potential on-site service in the greater New York area for both TYR Sport and Swimwear Anywhere locations as needed.
Customer & End-User Support
- Provide support to end-users on a variety of technical issues across both companies via phone, email, and in-person requests.
- Communicate proactively with users: keeping them informed of incident progress, notifying them of impending changes or scheduled outages.
- Interface with customer executives and technical representatives at both TYR Sport and Swimwear Anywhere as required.
- Participate in discovery sessions with internal stakeholders to gather and understand technical and functional requirements.
- Be available for scheduled on-call support as required.
Documentation & Administration
- Document, track, and monitor all issues through service tickets to ensure timely resolution.
- Enter all work as service tickets into the designated ITSM tool; accurately log time and expenses.
- Maintain records of configurations, assets, and solutions to build a shared knowledge base across both organizations.
Additional Responsibilities
- Continuously improve customer service, perception, and satisfaction across TYR Sport and Swimwear Anywhere teams.
- Maintain fast turnaround on customer and internal user requests.
- Work collaboratively within the IT team and communicate effectively across departments.
- Stay current on technology trends and support best practices relevant to retail, e-commerce, and distribution environments.
Requirements
Technical Skills
- Advanced understanding of operating systems (Windows, macOS), business applications, printing systems, and network infrastructure.
- Working knowledge of WAN/LAN, routers, firewalls, VPN, and remote desktop/terminal services.
- Familiarity with remote monitoring and management (RMM) tools and ITSM ticketing platforms.
- Diagnosis skills for hardware, software, and network issues across multi-site environments.
- Technical awareness: ability to match resources and solutions to issues appropriately and efficiently.
- Understanding of IT support tools, techniques, and how technology is used to deliver business services.
Interpersonal & Professional Skills
- Strong interpersonal skills: telephony, active listening, clear communication, and customer care.
- Ability to multi-task and adapt quickly to changing priorities across two active business environments.
- Self-motivated with the ability to work independently and as part of a team in a fast-moving environment.
- Service awareness of key IT services across both TYR Sport and Swimwear Anywhere operations.
