About the roleD-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.
What you'll doAdvanced End UserIT 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
The base pay range for this role is: $80,800- 121,200 USD (New Haven)
