Remote Senior IT Support & Incident Lead

Sterlington

United States

Remote

USD 90,000 - 120,000

Full time

3 days ago

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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.