IT Senior Support Specialist

Description: 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. Requirements: 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 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, ServiceNow, 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, PowerShell, and website administration experience are preferred. Benefits: 100% remote work. Full-time independent contractor arrangement. Work in a distributed, remote-first environment. Inclusive workplace that values diverse perspectives. #J-18808-Ljbffr