Senior IT Associate

Chisholm Chisholm & Kilpatrick • Providence, RI

2d • Hybrid

About The Position

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.

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.

Nice To Haves

• 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.

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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed