Remote opportunity at
SterlingtonIT Senior Support Specialist
Sterlington PLLC is seeking an IT Senior Support Specialist for a full-time, independent contractor position. This remote role operates during US Eastern Time working hours and…
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About This Role
Sterlington PLLC is seeking an IT Senior Support Specialist for a full-time, independent contractor position. This remote role operates during US Eastern Time working hours and is suited for an experienced technical expert who enjoys complex problem-solving, collaboration, and improving organizational support processes. Sterlington is a full-service law firm catering to founders, senior executives, UHNWIs, and related businesses, with a focus on both the economic and legal dimensions of their…
Job Description
Sterlington PLLC is seeking an IT Senior Support Specialist for a full-time, independent contractor position. This remote role operates during US Eastern Time working hours and is suited for an experienced technical expert who enjoys complex problem-solving, collaboration, and improving organizational support processes. Sterlington is a full-service law firm catering to founders, senior executives, UHNWIs, and related businesses, with a focus on both the economic and legal dimensions of their matters.
As a key escalation point, the specialist will ensure that technology is secure, responsive, and reliable for the firm's users. This hands-on position involves managing major incidents, overseeing endpoint lifecycles, and administering core platforms such as Microsoft 365, Active Directory, and Microsoft Intune. The ideal candidate thrives in a distributed, remote-first setting and possesses a strong background in handling intricate technical requests.
Responsibilities
- Act as the escalation contact for high-priority or complex incidents and requests from the IT support team
- Troubleshoot and resolve problems across macOS, Windows, Microsoft 365, user access, remote connectivity, and Azure Virtual Desktop
- Lead responses to major incidents while communicating clearly with stakeholders and affected users
- Handle the endpoint lifecycle including provisioning, configuring, maintaining, and shipping devices and peripherals for a distributed team
- Execute onboarding and offboarding processes encompassing equipment, access, and account creation
- Perform day-to-day administration of Active Directory, Entra ID, and Microsoft 365
- Partner with Infrastructure to support Microsoft Intune operations such as patching, endpoint policies, and application deployment
- Develop runbooks, knowledge base articles, and how-to guides to train support staff and increase first-contact resolution
- Monitor ticket trends, track SLAs, perform root cause analysis, and recommend permanent fixes for recurring issues
- Identify methods to expand self-service options and automate routine tasks using AI tools
- Assist the Security team with data protection, phishing reports, device compliance, and access reviews
Requirements
- Minimum of 5 years of experience in IT support handling complex and escalated issues
- Strong working knowledge of Windows, macOS, and Microsoft 365
- Experience managing hybrid identity, user management, and MFA in Active Directory and Entra ID
- Hands-on background with Microsoft Intune for endpoint policies, patching, and app deployment
- Familiarity with supporting virtual desktop environments
- Experience utilizing ITSM platforms such as ServiceNow or Freshservice
- Fluent written and spoken English communication skills with the ability to explain technical concepts to senior leadership
- Strong prioritization, time management, and troubleshooting abilities in a fast-paced environment
- Experience writing clear, current documentation for non-technical audiences
- Comfort working asynchronously within a remote-first, distributed setting
- Practical experience applying AI tools to accelerate or automate support tasks
Qualifications
- Prior experience working in a professional services firm or law firm
- Familiarity with AVD management tools including Nerdio
- PowerShell scripting capabilities for automation and troubleshooting
- Website hosting and administration expertise covering DNS, domain management, SSL/TLS certificates, CMS administration like WordPress, cloud or managed hosting, and CDN/WAF services such as Cloudflare
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type and location for the IT Senior Support Specialist?
This position is a full-time, independent contractor role. It is 100 percent remote and requires supporting US Eastern Time working hours.
What salary does Sterlington offer for this role?
The salary is not stated in the job posting.
What level of experience is required for applicants?
Candidates must have five or more years of experience in IT support, specifically with a track record of managing complex and escalated issues.
Sample Interview Questions
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