IT Senior Support Specialist

We are seeking an IT Senior Support Specialist to serve as a go-to technical expert for our users, ensuring they have reliable, responsive, and secure technology to perform their best work.

Responsibilities:

• Serve as the escalation point for complex or high-priority incidents and requests from the IT support team.
• Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop (AVD), user access, and remote connectivity.
• Lead responses to major incidents, communicating clearly with affected users and stakeholders.
• Manage the endpoint lifecycle, including provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals for a distributed workforce.
• Run onboarding and offboarding processes, including account setup, access, and equipment management.
• Administer Microsoft 365, Active Directory, and Entra ID day-to-day, managing users, groups, licensing, MFA, and access requests.
• Support Microsoft Intune operations, including app deployment, patching, and endpoint policies.
• Create and maintain knowledge base articles, runbooks, and how-to guides, and help train the IT support team.
• Manage incidents, requests, and problems, tracking ticket trends and helping meet SLAs.
• Identify recurring issues, perform root cause analysis, and recommend permanent fixes.
• Seek opportunities to automate routine tasks and expand self-service options.
• Support the Security team with access reviews, device compliance, phishing reports, and data protection practices.

Requirements:

• 5+ years of experience in IT support, handling escalated and complex issues.
• Strong working knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra ID.
• Hands-on experience with Microsoft Intune.
• Experience supporting virtual desktop environments.
• Excellent communication skills in English.
• Strong troubleshooting, prioritization, and time management skills.
• A track record of writing usable documentation.
• Comfortable working asynchronously in a distributed, remote-first environment.
• Experience using AI tools to automate or speed up support work.

Nice-to-have:

• Experience in a law firm or professional services environment.
• Experience with Nerdio or other AVD management tools.
• Scripting skills with PowerShell.
• Website hosting and administration experience.