Senior IT Associate

Chisholm-Chisholm-; Providence (RI); Hybrid; USD 72,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Gym membership reimbursement

PTO 15 days (20 after 1 year)

12 paid holidays in 2026

401k matching

Parental Leave

Job summary

Chisholm Chisholm & Kilpatrick (CCK) seeks a Senior IT Associate to provide advanced Tier 2/3 support for a large, hybrid workforce. The role mentors IT staff, supports VPN, Microsoft 365, and cloud applications, and assists with server, network, and security projects under supervision.

The position is based in Providence, RI with 35 work-from-home days annually after training. Core hours generally run 9:00–4:30, with occasional after-hours as needed.

Qualifications

• Four or more years of progressively responsible IT support experience.
• Two+ years performing advanced Tier 2 troubleshooting and mentoring.
• Experience supporting Windows endpoints, Microsoft 365, and remote-access tools.

Responsibilities

• Provide advanced Tier 2 and selected Tier 3 support; diagnose complex hardware, software, endpoint, identity, Microsoft 365, application, and remote-access issues.
• Serve as the primary technical escalation resource for IT Associates, offering troubleshooting guidance and knowledge sharing.
• Troubleshoot VPN, Wi-Fi, DNS, DHCP, authentication, and internet connectivity issues.
• Support Microsoft 365 and cloud-based applications, handle delegated user and device management tasks.
• Configure, deploy, and troubleshoot computers and mobile devices for on-site and remote employees.
• Assist with server, network, cloud, security projects including testing and documentation.
• Maintain accurate ticket records and drive continuous improvements.

Job description

Description

Chisholm Chisholm & Kilpatrick (CCK) is a private, public-interest law firm offering rewarding work with a focus on disabled military veterans and their families, as well as a wide range of other individuals who have been denied life, health, and disability benefits.

The Senior IT Associate serves as an advanced technical escalation resource for end-user, endpoint, application, identity, and connectivity issues supporting a large, hybrid workforce. This position provides Tier 2 and selected Tier 3 support, mentors IT Associates, and assists with established systems, projects, and process improvements. Network, server, cloud-infrastructure, and security matters are handled under the direction of the Senior System Administrator or IT Director, with high-risk and architecture-level issues escalated appropriately.

Responsibilities:

• Provide advanced Tier 2 and selected Tier 3 support; diagnose complex hardware, software, endpoint, identity, Microsoft 365, application, and remote-access issues.
• Serve as the primary technical escalation resource for IT Associates, providing troubleshooting guidance, mentoring, and knowledge sharing without formal supervisory responsibility.
• Troubleshoot VPN, Wi‑Fi, DNS, DHCP, authentication, and internet-connectivity issues.
• Support Microsoft 365 and other cloud-based applications, and perform delegated user, group, device, licensing, multifactor‑authentication, and access‑management tasks within established procedures.
• Configure, deploy, maintain, and troubleshoot computers, mobile devices, peripherals, and endpoint‑management tools for office-based and remote employees.
• Assist the Senior System Administrator and IT Director with approved server, network, cloud, security, software‑deployment, migration, and upgrade projects, including testing and documentation.
• Maintain accurate ticket records, knowledge articles, inventories, and procedures; identify recurring issues and recommend practical service improvements.
• Respond to endpoint‑security and phishing alerts under established procedures and promptly escalated suspected incidents or material risks.

Requirements

Minimum Qualifications:

• Four or more years of progressively responsible IT support experience, including at least two years performing advanced Tier 2 troubleshooting; five or more years is preferred.
• Strong experience supporting Windows endpoints, Microsoft 365, user accounts, authentication, remote‑access tools, VPN connectivity, and common network‑related issues.
• Ability to analyze complex issues, implement approved solutions, document work clearly, and recognize when escalation is required.
• Experience supporting a distributed or remote workforce and communicating effectively with technical and non‑technical users.
• Familiarity with Windows Server, Intune, Azure, AWS, virtualization, firewalls, switching, enterprise wireless, or security tools is preferred; experience across all technologies is not required.
• Relevant certifications, experience mentoring junior staff, and experience with IT projects or process improvements are preferred.

Schedule/Work Environment:

• This is a full-time exempt position
• This position will be based in our Providence, RI office with 35 work from home days per year (after training period)
• Normal business hours are 8:00am - 5:30pm. Exempt employees work a 40-hour work week, with some flexibility as needed to serve the business. Core collaboration hours are 9:00 - 4:30pm.
• Occasional evening and weekend support may be required for planned maintenance or critical incidents.

Compensation & Benefits:

• Starting Salary: $72,000 - $75,000 per year
• CCK offers options for medical, dental, and vision insurance (including options for employer‑paid medical insurance for the employee!) and other wellness benefits
• Gym membership reimbursement
• 15 days of PTO (increasing to 20 after 1 year) and 12 paid company holidays in 2026
• 401k matching
• Paid Parental Leave

CCK provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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