IT Senior Support Specialist

Sterlington, PLLC; Oregon; Hybrid; USD 70,000 - 110,000; Full time

Job summary

Sterlington PLLC is seeking an IT Senior Support Specialist to act as a trusted technical expert for a remote, distributed workforce. You will resolve complex issues, escalate where needed, and improve support delivery across the organization.

You’ll handle Microsoft 365, Windows, and macOS environments, manage device lifecycles, onboarding/offboarding, and contribute to knowledge resources and runbooks to reduce first‑contact resolutions.

Qualifications

• 5+ years of IT support experience.
• Strong working knowledge of Microsoft 365, Windows, and macOS.
• Experience handling escalated incidents and driving resolutions.

Responsibilities

• Serve as the escalation point for complex or high‑priority IT incidents and requests.
• Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop, user access, and remote connectivity.
• Lead major incident response with clear, calm communication to users and stakeholders.
• Manage endpoint lifecycle including provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals for a distributed workforce.
• Run onboarding and offboarding including account setup, access, and equipment.
• Administer Microsoft 365, Active Directory, and Entra ID day‑to‑day (users, groups, licensing, MFA, access requests).
• Support Intune operations: app deployment, patching, endpoint policies with Infrastructure support.
• Create and maintain knowledge base, runbooks, guides, and train support staff to resolve more issues at first contact.
• Track incidents, requests, and problems; monitor ticket trends to meet SLAs.
• Identify recurring issues, perform root cause analysis, and suggest permanent fixes.
• Look for automation opportunities and expand self‑service options, including AI tools.
• Support Security with access reviews, device compliance, phishing reports, and data protection practices.

Skills

Troubleshooting

Incident management

Communication

Tools

Microsoft 365

Windows

macOS

Azure Virtual Desktop

Active Directory

Entra ID

Intune

Job description

Location: 100 % remoteContract: Full-time, Independent ContractorPosting Jurisdictions: To support US Eastern Time working hours

Our Firm:

Sterlington PLLC is a full-service law firm focusing on complex corporate, litigation, executive compensation, and private wealth matters. As a firm, we focus on the economics as well as the legal aspects of our matters.Among other strengths, Sterlington is the ultimate law firm for founders, senior executives, and UHNWIs as well as their related businesses.

Learn more at:The Opportunity

We're looking for an IT Senior Support Specialist to be a go‑to technical expert for our users, making sure they have reliable, responsive, and secure technology to do their best work. You'll handle complex support issues, serve as an escalation point for the help desk, and help improve how support is delivered across the organization.This is a hands‑on role for someone who enjoys solving problems, helping people, and sharing knowledge with teammates. You'll have a visible impact on the day‑to‑day experience of everyone who relies on our technology.

What You’ll Do:

• Serve as the escalation point for complex or high‑priority incidents and requests coming from the IT support team.
• Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop (AVD), user access, and remote connectivity.
• Lead the response to major incidents, communicating clearly and calmly with affected users and stakeholders.
• Manage the endpoint lifecycle: provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals for a distributed workforce.
• Run onboarding and offboarding, including account setup, access, and equipment.
• Administer Microsoft 365, Active Directory, and Entra ID day-to-day (users, groups, licensing, MFA, access requests).
• Support Microsoft Intune operations: app deployment, patching, and endpoint policies, in partnership with Infrastructure.
• Create and maintain knowledge base articles, runbooks, and how‑to guides, and help train the IT support team to resolve more issues at first contact.
• Manage incidents, requests, and problems. Track ticket trends and help us meet our SLAs.
• Identify recurring issues, perform root cause analysis, and recommend permanent fixes.
• Look for opportunities to automate routine tasks and expand self‑service options, including AI‑driven tools.
• Support the Security team with access reviews, device compliance, phishing reports, and data protection practices.

What We’re Looking For :

• 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.
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