Technical Support Specialist - 0-5 years' experience (Denver,CO/Shelton,CT)

Technical Support SpecialistSectra's Service Operations Center is the first line of defense for our customers — and the proving ground for the next generation of technical talent at Sectra. We're looking for a Technical Support Specialist who's ready to jump in: someone with the confidence to own a problem from first contact to resolution, and the curiosity to keep learning the tools and platforms behind it.As a Technical Support Specialist, you'll provide first-line support, take ownership of services rather than just tickets, and coordinate with vendors when issues need to go beyond your desk. You'll join a team of experts on the tools and processes we use to support our customers every day — a team that not only serves customers directly but also supports our broader portfolios by triaging incoming requests and building distributed ownership across our key operational platforms.What you'll doGather relevant information, clearly document reported issues, and perform initial troubleshooting.Resolve common technical issues using established processes, documentation, and available tools.Triage incoming support cases by assessing their urgency, impact, and technical complexity, then route them to the appropriate technical resource or team.Keep customers informed throughout the support process and ensure a smooth handoff when additional technical support is required.Maintain accurate case records, troubleshooting notes, and resolution details.Identify recurring issues and contribute to internal documentation and process improvements.Collaborate with engineers and other teams to support efficient case resolution and a positive customer experience.Build technical knowledge of Sectra solutions, customer environments, and support processes through ongoing training and hands-on experience.Own and support internal Customer Operations tools, such as softphones, including administration, maintenance, and ongoing user supportProvide coverage across multiple Helpdesk support shifts based on business and scheduling needs.Occasional work outside of standard business hours may be requiredTravel as required, up to 25%.Skills & RequirementsWho you areYou have 0–5 years of experience in technical support, help desk support, systems administration, IT, healthcare technology, or a related technical fieldYou're naturally curious and enjoy learning how systems work and solving technical problemsYou bring a strong willingness to learn and develop new technical skillsYou communicate clearly and work well with both technical and non-technical individualsYou're organized, dependable, and comfortable managing multiple priorities in a fast-moving environmentYou enjoy collaborating with others and contributing to a team-oriented environmentIt is a plus if you haveHands-on experience with tools like Jira and Confluence, and are comfortable working within the Atlassian ecosystem for ticketing, documentation, and knowledge sharingExposure to Windows and/or Linux environments, networking fundamentals, or troubleshooting concepts through work, internships, school, or personal projectsExperience with healthcare IT, SQL, cloud technologies, DICOM, HL7, scripting, or virtualization is beneficial but not requiredYou hold, or are finishing, a degree in a technical or health-technology field such as biomedical engineering, information technology, computer science, health informatics, computer engineering, or management information systems.Technical certifications (CompTIA A+ or Network+), or equivalent hands-on experience is equally welcome.Why SectraContribute to technology that supports critical areas of healthcare and patient careGet hands-on first-line ownership of real customer issues from day one — no sitting on the sidelinesJoin a collaborative organization focused on learning, mentorship, and professional growthBuild a foundation for future career growth into areas such as cloud engineering, integrations, project engineering, cybersecurity, or advanced technical leadershipWork alongside experienced professionals who are invested in helping you grow and succeedCompensation and benefitsSalary range: $70,000–$105,000, based on experience and qualificationsComprehensive medical, dental, and vision coverageGenerous paid time off and paid parental leaveRetirement plan with company matchOngoing learning and professional development opportunitiesCollaborative and supportive team environmentEqual Opportunity EmployerSectra is proud to be an equal opportunity employer and is committed to creating an inclusive workplace for all employees and applicants.Great Place to WorkMaking a differenceGreat colleaguesPersonal developmentInnovation & technologyGlobal environmentWorking close to customersGöra skillnadPersonlig utvecklingGlobalt miljöGrymma kollegorInnovation och teknologiKundfokusGør en forskelPersonlig udviklingGlobalt miljøFantastiske kollegaerInnovation & TeknologiArbejde tæt på kunderneJe maakt écht verschilPersoonlijke ontwikkelingDuurzaamheidLeuke collega'sInnovatie & TechnologieWerk samen met medische professionalsGjøre en forskjellPersonlig utviklingGlobalt miljøFantastiske kollegaerInnovasjon og teknologiArbeide nær kunderAbout the companySectra develops and sells cutting-edge solutions for medical IT and cybersecurity. We help hospitals and those who are training future healthcare personnel to improve their efficiency so that patients can receive better care. We also support and help defense, authorities, and critical social functions to secure their communication against eavesdropping and protect their systems against unauthorized access. This is how we create conditions for a healthier and safer society.One thing that identifies us at Sectra is our customer obsession— our ability and willingness to understand, create value for and stand up for our customers. This shared priority is at the core of our culture. Our customers describe this as having the knowledge to meet expectations, the passion to exceed them. As we hire for attitude and ability - train for skill, we happily expand your knowledge, if you bring the passion and willingness to learn. Sectra