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

Sectra; Shelton (CT); On-site; USD 70,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off and parental leave

Retirement plan with company match

Ongoing learning and development

Collaborative team environment

Job summary

Sectra in Shelton, CT is seeking a Technical Support Specialist to own customer issues from first contact to resolution. You will triage, troubleshoot, and collaborate with engineers to ensure a positive service experience.

You will work across Sectra’s portfolios, document solutions, and support tools and processes while growing your technical knowledge through hands-on experience.

Qualifications

• 0–5 years of experience in technical support or help desk.
• Experience with Windows and/or Linux environments is preferred.
• Familiarity with healthcare IT or medical imaging is a plus.
• Able to own issues from first contact to resolution.
• Strong documentation and case-tracking skills.

Responsibilities

• Provide first-line support and own cases from start to resolution.
• Triage issues by urgency, impact, and technical complexity.
• Route issues to appropriate technical resources or teams.
• Keep customers informed throughout the support process.
• Maintain accurate case records, troubleshooting notes, and resolution details.
• Collaborate with engineers and other teams to resolve issues.
• Build technical knowledge of Sectra solutions and environments.
• Own and support internal Customer Operations tools, such as softphones.
• Provide coverage across multiple Helpdesk shifts; after-hours may be required.
• Travel up to 25% as needed.

Skills

Technical support

Help desk

Troubleshooting

Multi-priority management

Clear communication

Team collaboration

Education

Bachelor's degree in a technical or health-technology field

Tools

Jira

Confluence

Atlassian ecosystem

Job description

Sectra'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 Do

• Gather 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 support
• Provide coverage across multiple Helpdesk support shifts based on business and scheduling needs.
• Occasional work outside of standard business hours may be required
• Travel as required, up to 25%.

Who You Are

• You have 0–5 years of experience in technical support, help desk support, systems administration, IT, healthcare technology, or a related technical field
• You're naturally curious and enjoy learning how systems work and solving technical problems
• You bring a strong willingness to learn and develop new technical skills
• You communicate clearly and work well with both technical and non‑technical individuals
• You're organized, dependable, and comfortable managing multiple priorities in a fast‑moving environment
• You enjoy collaborating with others and contributing to a team‑oriented environment

It is a plus if you have

• Hands‑on experience with tools like Jira and Confluence, and are comfortable working within the Atlassian ecosystem for ticketing, documentation, and knowledge sharing
• Exposure to Windows and/or Linux environments, networking fundamentals, or troubleshooting concepts through work, internships, school, or personal projects
• Experience with healthcare IT, SQL, cloud technologies, DICOM, HL7, scripting, or virtualization is beneficial but not required
• You 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 Sectra

• Contribute to technology that supports critical areas of healthcare and patient care
• Get hands‑on first‑line ownership of real customer issues from day one — no sitting on the sidelines
• Join a collaborative organization focused on learning, mentorship, and professional growth
• Build a foundation for future career growth into areas such as cloud engineering, integrations, project engineering, cybersecurity, or advanced technical leadership
• Work alongside experienced professionals who are invested in helping you grow and succeed

Compensation And Benefits

• Salary range: $70,000–$105,000, based on experience and qualifications
• Comprehensive medical, dental, and vision coverage
• Generous paid time off and paid parental leave
• Retirement plan with company match
• Ongoing learning and professional development opportunities
• Collaborative and supportive team environment

Equal Opportunity Employer

Sectra is proud to be an equal opportunity employer and is committed to creating an inclusive workplace for all employees and applicants.