IT Support

• Provide technical information and support to internal and external customers, end users, and field sales
• Answer product support calls, chats, and emails for Secuitech products
• Act as liaison for product information from the field to Profit Center Managers and production personnel
• Provide feedback to sales and customers as a result of problem solving
• Perform root cause analysis of returned product and assist with corrective actions
• Review Special Product Application Requests for accuracy and completeness
• Review new and existing product literature and recommend changes to ensure accuracy
• Support production with assembly, quality, application, and engineering issues
• Provide training on the floor and perform quality checks

Customer Service Technical Support Specialist

• Provide first-line response for users requiring assistance with information technology issues and problems
• Respond to technical assistance requests by phone, email, and/or helpdesk management system
• Escalate involved problems to Level 2 and Level 3 support teams
• Use troubleshooting techniques and knowledge bases to diagnose and resolve end-user issues
• Configure, upgrade, and support Windows 11 client operating systems and Microsoft 365 applications
• Use remote desktop services such as TeamViewer
• Support and train end users
• Collaborate with Level 2 and 3 Support/Engineering on server and network service issues
• Provide IT support across multiple offices
• Maintain network infrastructure across 15+ sites and related system security, integrity, and reliability
• Perform other related duties as required

IT Help Desk Support – Health Care

• Manage day-to-day oversight of the US Enterprise Support Center, including call activity, service desk queues, alerts, incidents, service requests, problems, ticket aging, backlog, and workload distribution
• Ensure timely, accurate, and customer-focused support across phone, email, portal, monitoring alerts, and other approved channels
• Monitor service performance against metrics and service levels, including SLA compliance, first-contact resolution, response and resolution times, ticket aging, reopen rates, abandonment rate, average speed of answer, customer satisfaction, and ticket documentation quality
• Review tickets for quality, completeness, categorization, prioritization, troubleshooting steps, routing accuracy, resolution notes, and customer communication; coach staff when standards are not met
• Provide coaching, mentoring, and performance feedback to help desk team members
• Support professional development through coaching, training, performance management, goal setting, and reinforcement of technical, procedural, and customer service expectations
• Develop and maintain shift schedules, coverage plans, and staffing assignments; adjust queue skills, skill levels, and membership to match demand
• Make real-time staffing adjustments during peak volume, coverage gaps, unplanned absences, outages, and rising wait or abandonment rates
• Coordinate escalations and major incident support, including documentation, communications, handoffs, and resolver-team follow-up
• Partner with infrastructure, application, security, vendor, and business teams to improve escalation quality and reduce handoff delays
• Identify recurring issues, process gaps, training needs, and knowledge deficiencies; recommend and support improvements
• Maintain and improve knowledge articles, standard operating procedures, troubleshooting guides, templates, and call scripts
• Prepare and communicate operational reporting on service desk performance, risks, staffing, trends, improvement opportunities, and project or program milestones
• Provide US Enterprise Support Center customer assistance as a backup when needed
• Drive continued service improvement involving backlog, measurable targets, and results reporting

IT Help Desk Supervisor

• Serve as the primary IT leader for HR, Payroll, Marketing and Communications, Sustainability, Regulatory, and other shared services stakeholders
• Develop and maintain business-aligned technology roadmaps
• Lead planning, prioritization, delivery, and operational support for applications and platforms
• Partner with business leaders to define outcomes, success measures, funding needs, risks, dependencies, and delivery priorities
• Manage delivery teams, product owners, business analysts, engineers, vendors, and shared technology partners
• Drive continuous improvement by simplifying processes, reducing manual work, improving data quality, and increasing digital and self-service adoption
• Ensure solutions comply with cybersecurity, data privacy, records retention, accessibility, audit, regulatory, and enterprise architecture standards
• Oversee vendor performance, contract execution support, service levels, financial tracking, and issue resolution
• Support agile, product-centric, and portfolio-based ways of working
• Lead incident, problem, change, and release management activities
• Prepare executive-ready status updates, recommendations, business cases, and decision materials
• Develop team members through coaching, performance management, role clarity, feedback, and career development
• Respond to emergency restoration assignments as required
• Travel between Massachusetts, Connecticut, and New Hampshire as necessary

IT Manager – Corporate Functions

• Lead end-to-end IT delivery execution for the Finance and Accounting Reinvention program
• Oversee planning, requirements, design, build, integration, testing, cutover, deployment, hyper care, and stabilization
• Coordinate Finance, Accounting, IT, Architecture, Cybersecurity, Data, Infrastructure, Integration, and Change Management teams
• Drive execution across Agile Release Trains and program workstreams
• Translate business objectives into plans, milestones, dependencies, risks, issues, and decisions
• Manage delivery performance against scope, schedule, budget, quality, resources, and business outcomes
• Coordinate System Integrator, Business Advisor/Oversight partner, software vendor, and internal team delivery
• Establish governance routines, program reviews, issue escalation, decision tracking, dependency management, and executive reporting
• Ensure fit-to-standard design, clean-core architecture, integration rationalization, data quality, regulatory compliance, SOX controls, auditability, and platform sustainability
• Resolve delivery blockers and competing priorities toward the 2028 production go-live target
• Support organizational readiness, training, user preparation, and transition to future-state processes and systems

IT Support jobs in Connecticut

Customer Service Technical Support Specialist

IT Help Desk Support – Health Care

IT Help Desk Supervisor

IT Manager – Corporate Functions

IT Manager, SAP Delivery Lead