Senior IT Associate

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

Benefits offered by this job

Medical/Dental/Vision insurance

PTO 15 days increasing to 20

401k matching

Job summary

Chisholm Chisholm & Kilpatrick (CCK) is seeking a Senior IT Associate to provide advanced Tier 2/selected Tier 3 support for a large hybrid workforce. The role includes mentoring IT Associates and assisting with systems, projects, and improvements under the IT Director.

The position offers a Providence, RI base with flexible work-from-home days. Responsibilities include diagnosing complex hardware/software issues, VPN, DNS/DHCP, and cloud-based applications, with security and access-management

Qualifications

• Four or more years of IT support experience, including at least two years of advanced Tier 2 troubleshooting.
• Experience supporting Windows endpoints and Microsoft 365.
• Experience with remote-access tools, VPN, and network issues.
• Experience with a distributed or remote workforce and clear communication with technical and non-technical users.
• Familiarity with Windows Server, Intune, Azure, AWS, virtualization, firewalls, enterprise wireless, or security tools (preferred).

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.
• 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.
• Configure, deploy, maintain, and troubleshoot computers, mobile devices, peripherals, and endpoint-management tools for office-based and remote employees.
• Assist with 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 improvements.
• Respond to endpoint-security and phishing alerts and escalate incidents as needed.

Skills

Tier 2 troubleshooting

Microsoft 365

VPN connectivity

Windows endpoints

Intune

Azure

AWS

Remote workforce

Security tools

Mentoring

Tools

Intune

Azure

AWS

Virtualization

VPN

Job 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.
• 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.
• 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
• 15 days of PTO (increasing to 20 after 1 year) and 12 paid company holidays in 2026
• 401k matching

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.