Remote IT Senior Support Specialist — LegalTech

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

Job summary

Sterlington PLLC is seeking an IT Senior Support Specialist for a 100% remote, full-time role. You will handle escalations, manage endpoints, and administer M365/AD/Intune across a distributed workforce while improving support delivery and incident response.

Ideal candidates have 5+ years in IT support, strong knowledge of Microsoft 365, Windows, macOS, and ITSM tools, with excellent written and spoken English.

Qualifications

• Minimum 5 years in IT support with experience handling escalated issues.
• Strong working knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra ID (hybrid identity, MFA).
• Hands-on experience with Microsoft Intune (deployment, patching, policies).
• Experience supporting virtual desktop environments.
• Familiarity with ITSM platforms like Freshservice or ServiceNow.
• Excellent English communication, written and spoken, with non-technical explainability.

Responsibilities

• Serve as escalation point for complex incidents from IT support.
• Troubleshoot across Microsoft 365, Windows, macOS, Azure Virtual Desktop, access, and remote connectivity.
• Lead major incidents with clear communication to users and stakeholders.
• Manage endpoint lifecycle: laptops, mobile devices, and peripherals for distributed teams.
• Handle onboarding/offboarding: account setup and access.
• Administer Microsoft 365, Active Directory, and Entra ID daily.
• Support Intune operations: app deployment, patching, endpoint policies.
• Create and maintain knowledge base and runbooks; train support team.
• Track incidents, requests, and SLAs; analyze ticket trends.
• Identify recurring issues; perform root cause analysis; propose fixes.
• Explore automation and AI-driven self-service options.
• Support Security with access reviews and data protection practices.

Skills

Microsoft 365

Windows

macOS

English communication

IT support

SLA and incident management

Tools

Freshservice

ServiceNow

Active Directory

Entra ID

Microsoft Intune

Job description

Sterlington PLLC is seeking an IT Senior Support Specialist for a 100% remote, full-time role. You will handle escalations, manage endpoints, and administer M365/AD/Intune across a distributed workforce while improving support delivery and incident response.

Ideal candidates have 5+ years in IT support, strong knowledge of Microsoft 365, Windows, macOS, and ITSM tools, with excellent written and spoken English.