Senior IT Support Specialist

IT Support Specialist II

D-Wave is seeking an experienced IT Support Specialist II to join our IT team. In this role, you will provide reliable, high-quality technical support to both local and remote employees, ensuring a seamless end-user experience. You will manage routine support tasks independently, troubleshoot complex issues, and collaborate with IT teams to maintain and improve systems, processes, and service delivery. This position is ideal for professionals who can deliver exceptional end-user service, apply sound judgment to troubleshooting, and partner with others on more complex technical challenges. This role requires participation in a 24 x 7 on call rotation and delivery of reoccurring technology and awareness presentations for employees.

Advanced End User IT Support

• Serve as the primary escalation point for complex hardware, software, operating system, networking, and authentication issues
• Provide responsive, courteous, and high-quality support for hardware, software, and network issues across Windows, macOS, and Linux systems.
• Troubleshoot and maintain end-user devices, peripherals, printers, telephony, and conference systems.
• Install, configure, and maintain desktops, laptops, and mobile devices (iOS, Android).
• Lead onboarding and offboarding activities, including account provisioning, device deployment, access management, and employee technology training.
• Manage user accounts, permissions, and identity services across Active Directory, Microsoft Entra ID (Azure AD), and cloud-based platforms.

System Maintenance and Deployment

• Perform advanced troubleshooting and support for endpoint management, authentication systems, networking services, and cloud platforms.
• Track and maintain system configurations and collaborate with vendors for synchronization or technical support.
• Assist in the implementation and maintenance of automated deployment solutions (PXE, Windows Deployment, Intune, and scripting).

Collaboration and Process Improvement

• Act as a senior escalation resource and technical mentor for IT Support Specialists and Service Desk personnel.
• Lead incident response and coordinate resolution efforts during major outages or critical business-impacting events.
• Develop and maintain technical documentation, knowledge base articles, support procedures, and operational standards.
• Identify recurring issues and suggest improvements to processes, tools, or training.
• Complete routine work independently; escalate complex issues and communicate risks or blockers early.

About You

• Degree or diploma in IT, Computer Science, or related field (or equivalent experience)
• 7+ years of IT support or desktop support 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

• We look at the future and say "why not"; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and points of view. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We make decisions & take responsibility so that we can act & support each other.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.

Our Compensation Philosophy is Simple but Powerful:

We believe providing D-Wavers with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they've got — not because they're simply making money, but because they've fallen in love with our vision, mission, values, and team.

During the interview process, your Recruiter will review our total rewards (base, equity, bonus, perks, benefit, culture) offerings. The final offer is determined by your proficiencies within this level.

Inclusion:

We celebrate diverse perspectives to drive innovation in our pursuit. Our employees range from distinguished domain experts with decades of experience in their respective fields, to bright and motivated graduates eager to make their mark. Our diverse and innovative team will make you feel appreciated, supported and empower your career growth at D-Wave.

The Fine Print:

No 3rd party candidates will be accepted

It is D-Wave Systems Inc. policy to provide equal employment opportunity (EEO) to all persons regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state/provincial, local law.

The base pay range for this role is:

$80,800– 121,200 USD (New Haven)