Senior IT Support Specialist
$80,800–$121,200 year
On-site · New Haven, Connecticut, United States
Job Summary
Senior IT Support Specialist II at D-Wave responsible for delivering high-quality end-user IT support to local and remote employees, serving as escalation point for complex hardware, software, OS, networking, and authentication issues across Windows, macOS, and Linux. Manages onboarding/offboarding, identity provisioning, and device deployments; administers identity and access management across AD/Microsoft Entra ID/Azure AD and cloud platforms; participates in 24x7 on-call rotation; leads incident response during outages; develops and maintains technical documentation and knowledge base; mentors other IT support staff; requires on-call coverage and occasional travel to remote sites.
Required Qualifications
- 7+ years of IT support or desktop support experience
- Degree or diploma in IT, Computer Science, or related field (or equivalent experience)
- C Suite White Glove Support Experience
- Proficiency with Windows and macOS; familiarity with Linux preferred
- Strong knowledge of networking fundamentals and troubleshooting, including DNS, DHCP, TCP/IP, VPNs, wireless networking, and network security
- Experience administering identity and access management platforms including Active Directory, Microsoft Entra ID, Microsoft 365, and SSO technologies
- Strong troubleshooting and problem-solving skills across systems and devices
- Ability to prioritize tasks, manage time, and meet defined goals
- Clear communication skills and a strong customer service mindset
- Demonstrated ownership and ability to make routine decisions independently
- Flexibility to support occasional evenings, weekends, or travel to remote sites
- Strong project coordination, prioritization, and time management skills
- A D-Waver's DNA
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