IT Business Frontline Support

Responsibilities for this Position

You will serve as a frontline IT resource, supporting employees with daytoday technical needs, business applications, and deviceswhile ensuring a positive, reliable technology experience. The successful candidate will enhance operational efficiency by coordinating requests, supporting project execution, and ensuring stakeholders receive responsive, high-quality service.

Responsibilities:

• Act as the point of contact between business teams and IT for both technical and non-technical support needs of remote sites
• Serve as escalation point for advanced Microsoft 365 and endpoint issues
• Diagnoses, troubleshooting and resolve network, client and end-user issues
• Provides support for PMO initiatives and coordinates assigned project activities
• Assist in developing process improvements to optimize service delivery and user experience
• Document processes and configurations for knowledge sharing
• Support change management efforts by helping communicate system updates and organizational impacts
• Support new technology rollouts, platform enhancements and lifecycle management
• Assist remote user IT onboarding

This position is located in Groton, CT.

• Strong communication and collaboration skills, with the ability to work effectively in a team environment
• Ability to manage and prioritize ticket-based workload along with incoming side requests
• Creating professional documentation and diagrams for external consumption
• Ability to learn new technologies quickly and adapt to rapidly evolving requirements
• Strong customer facing capabilities
• Familiarity with automation tools, such as PowerShell
• Knowledge of JIRA Software and Confluence

Required:

• Bachelor degree in Business Administration, Information Systems, or Information Technology
• Minimum 1 year of experience of business, enduser support, or direct customer facing support roles
• Ability to travel up to 75%

Preferred:

• Certifications such as Microsoft 365 Certified, Azure Administrator Associate, etc.
• Experience with implementing and managing M365 product suite (Entra ID, Office 365, OneDrive, Exchange and Teams) or client specific applications
• Experience in government or regulated industry

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