IT Senior Support Specialist

sterlingtonpllc; United States; Remote; USD 69,000 - 124,000; Full time

Benefits offered by this job

Fully remote

Aligned with US Eastern Time

Job summary

steringtonpllc is seeking a senior escalation IT support professional to resolve complex issues and improve the technology experience for a distributed, fully remote workforce.

You will lead incident communications, troubleshoot Microsoft 365, Windows, macOS, and VDI, and manage device provisioning, identity, and access. Strong documentation and collaboration skills are essential.

Qualifications

• Five or more years of IT support experience, including escalated and complex issue resolution.
• Strong working knowledge of Microsoft 365, Windows, macOS, Active Directory, and Entra ID, including identity and MFA administration.
• Hands-on experience with Intune and support for virtual desktop environments.
• Experience with an IT service management platform such as Freshservice, ServiceNow, or an equivalent.
• Clear written and spoken English, with the ability to explain technical issues to non-technical users and senior stakeholders.
• Strong troubleshooting, prioritization, documentation, and time-management skills; comfortable working asynchronously in a remote team and using AI tools to speed up support work.

Responsibilities

• Take ownership of complex or high-priority support requests and lead communications during major incidents.
• Troubleshoot Microsoft 365, Windows, macOS, virtual desktops, identity and access, and remote connectivity.
• Provision and maintain laptops, mobile devices, and peripherals; coordinate equipment and account setup for onboarding and offboarding.
• Administer Microsoft 365, Active Directory, and Entra ID users, groups, licenses, MFA, and access requests.
• Support Intune app deployment, patching, and endpoint policies; track tickets and service levels, investigate recurring issues, and recommend lasting fixes.
• Maintain practical support documentation, coach teammates, and identify opportunities for automation, self-service, and stronger security practices.

Skills

English proficiency

Communication skills

Tools

Microsoft 365

Windows

macOS

Active Directory

Entra ID

MFA

Intune

VDI

Freshservice

ServiceNow

Job description

Role overview

Serve as a senior escalation point for IT support, resolving complex technical issues and improving the day-to-day technology experience for a distributed workforce. The role combines hands-on troubleshooting and endpoint administration with incident leadership, user support, documentation, and ongoing improvements to support processes.

Responsibilities

• Take ownership of complex or high-priority support requests and lead communications during major incidents.
• Troubleshoot Microsoft 365, Windows, macOS, virtual desktops, identity and access, and remote connectivity.
• Provision and maintain laptops, mobile devices, and peripherals; coordinate equipment and account setup for onboarding and offboarding.
• Administer Microsoft 365, Active Directory, and Entra ID users, groups, licenses, MFA, and access requests.
• Support Intune app deployment, patching, and endpoint policies; track tickets and service levels, investigate recurring issues, and recommend lasting fixes.
• Maintain practical support documentation, coach teammates, and identify opportunities for automation, self-service, and stronger security practices.

Requirements

• Five or more years of IT support experience, including escalated and complex issue resolution.
• Strong working knowledge of Microsoft 365, Windows, macOS, Active Directory, and Entra ID, including identity and MFA administration.
• Hands-on experience with Intune and support for virtual desktop environments.
• Experience with an IT service management platform such as Freshservice, ServiceNow, or an equivalent.
• Clear written and spoken English, with the ability to explain technical issues to non-technical users and senior stakeholders.
• Strong troubleshooting, prioritization, documentation, and time-management skills; comfortable working asynchronously in a remote team and using AI tools to speed up support work.

Nice to have

• Experience in legal or professional services, AVD management tools such as Nerdio, PowerShell scripting, or website operations including DNS, certificates, CMS hosting, and CDN or WAF services.

Benefits and work setup

Full-time independent contractor position, fully remote, with working hours aligned to the U.S. Eastern Time zone.