Senior IT Associate

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

Benefits offered by this job

Medical insurance

Dental & vision insurance

Gym membership reimbursement

PTO 15 days

Holidays 12

401k matching

Parental leave

Job summary

Chisholm Chisholm & Kilpatrick LTD seeks an experienced IT support professional to provide advanced Tier 2/3 helpdesk coverage from our Providence, RI office with periodic remote work. You’ll diagnose complex tech issues, mentor junior staff, and help manage cloud apps and security tasks for a distributed workforce.

The role requires strong Windows/M365 skills, VPN and network troubleshooting, and the ability to document and escalate as needed in a fast-paced, public-interest law firm

Qualifications

• 4+ years in progressively responsible IT support, with at least 2 years in advanced Tier 2 troubleshooting.
• Strong experience supporting Windows endpoints, Microsoft 365, user accounts, authentication, remote-access tools, VPN connectivity, and network issues.
• Ability to analyze complex issues, document work clearly, and escalate when needed.
• Experience supporting a distributed or remote workforce with clear communication to technical and non-technical users.
• Familiarity with Windows Server, Intune, Azure, AWS, virtualization, firewalls, enterprise wireless, or security tools; not required for all.

Responsibilities

• Provide advanced Tier 2 and selected Tier 3 support; diagnose complex hardware, software, endpoint, identity, M365, and remote-access issues.
• Serve as the primary technical escalation resource for IT Associates, mentoring without formal supervisory duties.
• Troubleshoot VPN, Wi‑Fi, DNS, DHCP, authentication, and internet connectivity issues.
• Support Microsoft 365 and cloud-based apps; perform delegated user, group, device, licensing, MFA, and access-management tasks.
• Configure, deploy, maintain, and troubleshoot computers, mobile devices, and endpoint-management tools.
• Assist with server, network, cloud, security, software deployment, migration, and upgrade projects; test and document changes.
• Maintain ticket records, knowledge articles, inventories, and procedures; identify recurring issues and suggest improvements.
• Respond to endpoint-security and phishing alerts; escalate suspected incidents or risks.

Skills

Windows endpoints

Microsoft 365

Remote access

VPN connectivity

Network troubleshooting

Tools

Intune

Azure

AWS

Virtualization

Firewalls

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.

Job Type

Full-time

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.

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.