IT Senior Support Specialist

• 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 , 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.

• 5+ years of IT support experience handling escalated and complex issues.
• Strong knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra , 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 Fresh service, Service Now, or similar.
• Excellent written and spoken English communication skills, including communication with senior executives and nontechnical users.
• Strong troubleshooting, prioritization, time management, and documentation skills.
• Ability to work asynchronously in a distributed, remote-first environment and support US Eastern Time hours.
• Experience using AI tools for support automation; law firm or professional services experience, Nerdio/AVD, Power Shell, and website administration experience are preferred.

• 100% remote work.
• Full-time independent contractor arrangement.
• Work in a distributed, remote-first environment.

Inclusive workplace that values diverse perspectives.