IT Senior Support Specialist

Sterlington; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

100% remote

Independent contractor

Remote-first culture

Job summary

Sterlington is seeking an experienced IT Support Lead for a 100% remote, independent contractor role. You will handle escalated incidents, troubleshoot Microsoft 365, Windows, macOS, and Azure Virtual Desktop, and lead major incident responses while coordinating onboarding/offboarding and access controls.

You will manage endpoint provisioning, licensing, MFA, and Intune policies, and craft runbooks and training materials for the team.

Qualifications

• 5+ years of IT support experience handling escalated issues.
• Strong knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra ID, including hybrid identity and MFA.
• Hands-on experience with Microsoft Intune and endpoint management.
• Experience supporting virtual desktop environments, preferably Azure Virtual Desktop.
• Experience with ITSM platforms such as Freshservice or ServiceNow.
• Excellent written and spoken English communication, including executives.
• Strong troubleshooting, prioritization, time management, and documentation skills.
• Ability to work asynchronously in a distributed, remote-first environment in US Eastern Time hours.
• Experience using AI tools for support automation; Nerdio/AVD and PowerShell preferred.

Responsibilities

• Serve as the escalation point for complex and high-priority IT incidents and requests.
• Troubleshoot Microsoft 365, Windows, macOS, Azure Virtual Desktop, access, and remote connectivity issues.
• Lead major incident response and communicate with affected users and stakeholders.
• Manage endpoint provisioning, configuration, shipping, maintenance, and lifecycle processes.
• Coordinate employee onboarding and offboarding, including accounts, access, and equipment.
• Administer Microsoft 365, Active Directory, and Entra ID, including users, groups, licensing, MFA, and access requests.
• Support Microsoft Intune app deployment, patching, and endpoint policies.
• Create documentation, runbooks, and training materials for the IT support team.
• Manage incidents, requests, problems, ticket trends, and SLA performance.
• Perform root cause analysis, recommend permanent fixes, and identify automation and self-service opportunities.

Skills

Microsoft 365

Windows

macOS

Active Directory

Entra ID

MFA

Intune

Endpoint management

Azure Virtual Desktop

ITSM tools

Freshservice

ServiceNow

Executive communication

Documentation

PowerShell

Nerdio/AVD

Website administration

Tools

PowerShell

AI for support automation

Nerdio/AVD

Job description

Description:

• Serve as the escalation point for complex and high-priority IT incidents and requests.
• Troubleshoot Microsoft 365, Windows, macOS, Azure Virtual Desktop, access, and remote connectivity issues.
• Lead major incident response and communicate with affected users and stakeholders.
• Manage endpoint provisioning, configuration, shipping, maintenance, and lifecycle processes.
• Coordinate employee onboarding and offboarding, including accounts, access, and equipment.
• Administer Microsoft 365, Active Directory, and Entra ID, including users, groups, licensing, MFA, and access requests.
• Support Microsoft Intune app deployment, patching, and endpoint policies.
• Create documentation, runbooks, and training materials for the IT support team.
• Manage incidents, requests, problems, ticket trends, and SLA performance.
• Perform root cause analysis, recommend permanent fixes, and identify automation and self-service opportunities.

Requirements:

• 5+ years of IT support experience handling escalated and complex issues.
• Strong knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra ID, including hybrid identity and MFA.
• Hands-on experience with Microsoft Intune and endpoint management.
• Experience supporting virtual desktop environments, preferably Azure Virtual Desktop.
• Experience with ITSM platforms such as Freshservice, ServiceNow, or similar.
• Excellent written and spoken English communication skills, including communication with senior executives and nontechnical users.
• Strong troubleshooting, prioritization, time management, and documentation skills.
• Ability to work asynchronously in a distributed, remote-first environment and support US Eastern Time hours.
• Experience using AI tools for support automation; law firm or professional services experience, Nerdio/AVD, PowerShell, and website administration experience are preferred.

Benefits:

• 100% remote work.
• Full-time independent contractor arrangement.
• Work in a distributed, remote-first environment.

Inclusive workplace that values diverse perspectives.