IT Senior Support Specialist

Location: 100 % remote Contract: Full-time, Independent Contractor Posting 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: www.sterlingtonlaw.com/ 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. <li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"4