Senior IT Associate

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 escalate suspected incidents or material risks.

Requirements

• 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

• Full‑time exempt position based in Providence, RI office.
• 35 work‑from‑home days per year after training period.
• Normal business hours: 8:00 am – 5:30 pm; core collaboration hours 9:00 am – 4:30 pm.
• Exempt employees work a 40‑hour week with some flexibility as needed.
• Occasional evening and weekend support may be required for planned maintenance or critical incidents.

Compensation & Benefits

• Starting salary: $72,000 – $75,000 per year.
• Medical, dental, and vision insurance options, including employer‑paid medical insurance for the employee.
• Gym membership reimbursement.
• 15 days PTO (increasing to 20 after 1 year) and 12 paid company holidays in 2026.
• 401(k) matching.
• Paid parental leave.