Senior IT Support Specialist

Job Description

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

Responsibilities:

• Serve as the primary escalation point for complex hardware, software, operating system, networking, and authentication issues
• Provide high-quality technical support for Windows, macOS, and Linux systems
• Troubleshoot and maintain desktops, laptops, mobile devices, printers, telephony, conference systems, and peripherals
• Install, configure, and maintain end-user devices across multiple platforms;
• Lead employee onboarding and offboarding, including account provisioning, device deployment, access management, and technology training
• Manage user accounts, permissions, and identity services using Active Directory, Microsoft Entra ID, Microsoft 365, and cloud platforms
• Perform advanced troubleshooting for endpoint management, authentication systems, networking services, and cloud environments
• Maintain system configurations and work with vendors to resolve technical issues
• Support automated deployment solutions including PXE, Windows Deployment, Intune, and scripting tools
• Act as a senior technical resource and mentor for IT support and service desk teams
• Lead incident response activities during major outages and critical business events
• Create and maintain technical documentation, knowledge base articles, and operational procedures
• Identify recurring issues and recommend improvements to IT processes, tools, and training;
• Participate in a 24/7 on-call rotation and deliver recurring technology awareness presentations for employees

Qualifications:

• Degree or diploma in IT, Computer Science, or a related field, or equivalent experience
• At least 7 years of IT support or desktop support experience
• Experience providing executive-level IT support for C-suite users
• Strong knowledge of Windows, macOS, and familiarity with Linux;
• Experience troubleshooting networking technologies, including DNS, DHCP, TCP/IP, VPNs, wireless networking, and network security
• Experience administering Active Directory, Microsoft Entra ID, Microsoft 365, SSO technologies, and identity management platforms
• Strong troubleshooting, communication, customer service, and problem-solving skills
• Ability to prioritize tasks, coordinate projects, and work independently
• Willingness to support occasional evenings, weekends, on-call duties, and travel to remote sites

Benefits And Compensation:

• Base salary of $80,800 to $121,200 per year
• Competitive compensation package including base salary, equity, bonus, and comprehensive benefits
• Opportunities for career development and professional growth
• Collaborative and inclusive work environment focused on innovation and employee success

Other Information:

• No third-party candidates will be considered
• Final compensation is based on experience, skills, and qualifications
• Equal employment opportunity employer committed to diversity and inclusion