IT Senior Support Specialist

The role

The IT Senior Support Specialist serves as a technical expert and escalation point for the IT support team. You will troubleshoot complex issues across Microsoft 365, Windows, macOS, and Azure Virtual Desktop while managing the endpoint lifecycle for a distributed workforce.

What you will do

• Serve as the escalation point for complex or high-priority incidents and requests.
• Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop (AVD), user access, and remote connectivity.
• Lead the response to major incidents.
• Manage the endpoint lifecycle including provisioning, configuring, shipping, and maintaining devices.
• Run onboarding and offboarding including account setup, access, and equipment.
• Administer Microsoft 365, Active Directory, and Entra ID.
• Support Microsoft Intune operations.
• Create and maintain knowledge base articles, runbooks, and how-to guides.
• Manage incidents, requests, and problems and track ticket trends.
• Identify recurring issues, perform root cause analysis, and recommend permanent fixes.

Required qualifications

• 5+ years of experience in IT support, with a track record of handling escalated and complex issues.
• Strong working knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra ID (user management, hybrid identity, MFA).
• Hands-on experience with Microsoft Intune (app deployment, patching, endpoint policies).
• Experience supporting virtual desktop environments.
• Experience with ITSM platforms (Freshservice, ServiceNow, or similar)
• Excellent communication skills in English, written and spoken.
• Strong troubleshooting, prioritization, and time management skills.
• A track record of writing documentation for non-technical audiences.
• Comfortable working async in a distributed, remote-first environment.
• Hands-on experience using AI tools to automate or speed up support work

Nice to have

• Experience in a law firm or other professional services environment.
• Experience with Nerdio or other AVD management tools.
• Scripting skills with PowerShell for troubleshooting and automation.
• Website hosting and administration experience: DNS and domain management, SSL/TLS certificates, CMS administration (e.g., WordPress), cloud or managed hosting, and CDN/WAF services such as Cloudflare.

About the company

Sterlington PLLC is a full-service law firm focusing on complex corporate, litigation, executive compensation, and private wealth matters. The firm focuses on the economics as well as the legal aspects of their matters.