Senior IT Support Specialist

Job Description

Job Title: Senior IT Support Specialist. Location: New Haven, CT, USA

Responsibilities:

Advanced End User IT Support

• Serve as the primary escalation point for complex hardware, software, operating system, networking, and authentication issues.
• Provide responsive technical support for Windows, macOS, and Linux systems.
• Troubleshoot and maintain desktops, laptops, mobile devices, printers, peripherals, telephony, and conference room technologies.
• Install, configure, and maintain Windows, macOS, iOS, and Android devices.
• Lead employee onboarding and offboarding, including:
  • Account provisioning
  • Device deployment
  • Access management
  • Technology training
• Manage user accounts, permissions, and identity services using:
  • Active Directory
  • Microsoft Entra ID (Azure AD)
  • Microsoft 365
  • Cloud-based platforms

System Maintenance and Deployment

• Perform advanced troubleshooting for:
  • Endpoint management
  • Authentication systems
  • Networking services
  • Cloud platforms
• Maintain system configurations and coordinate with technology vendors.
• Assist with automated deployment solutions including:
  • PXE
  • Windows Deployment Services
  • Microsoft Intune
  • Scripting

Collaboration and Process Improvement

• Act as a senior escalation resource and mentor for IT Support Specialists and Service Desk staff.
• Lead incident response during major outages and business-critical events.
• Develop and maintain:
  • Technical documentation
  • Knowledge base articles
  • Support procedures
  • Operational standards
• Identify recurring technical issues and recommend improvements to tools, workflows, and training.
• Complete assigned work independently while escalating complex issues and communicating risks when appropriate.

Qualifications:

• Degree or diploma in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Minimum 7 years of IT support or desktop support experience;
• Experience providing executive (C-Suite) white glove support.
• Strong proficiency with Windows and macOS.
• Familiarity with Linux.
• Strong understanding of:
  • DNS
  • DHCP
  • TCP/IP
  • VPNs
  • Wireless networking
  • Network security
• Experience managing:
  • Active Directory
  • Microsoft Entra ID (Azure AD)
  • Microsoft 365
  • Single Sign-On (SSO) technologies
• Excellent troubleshooting and problem-solving abilities.
• Strong communication and customer service skills.
• Ability to prioritize multiple tasks and work independently.
• Strong project coordination and time management skills.
• Willingness to support occasional evenings, weekends, travel, and participate in a 24/7 on-call rotation.

Benefits and Compensation:

• Base salary range: $80,800 to $121,200 USD (New Haven market).
• Competitive total rewards package including:
  • Base salary
  • Equity
  • Bonus opportunities
  • Employee benefits
  • Perks
• Opportunity to work with one of the world's leading quantum computing companies.
• Career development in a collaborative and innovative work environment.
• Inclusive workplace that supports diversity, professional growth, and employee development.

Other Information:

• Department: Enterprise Technology
• No third-party candidates will be accepted.
• D-Wave is an Equal Opportunity Employer and welcomes applicants from all backgrounds.
• Final compensation is determined based on skills, experience, and qualifications;
• The company fosters a collaborative culture focused on innovation, accountability, leadership, and continuous learning.