IT Senior Support Specialist

The role

You will serve as a technical expert and escalation point for complex support issues. You will manage Microsoft 365, Windows, macOS, and Azure Virtual Desktop while handling endpoint lifecycles and security support.

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.