SR IT Associate

Butterfield Market•New York, NY

15h

About The Position

The SR IT Associate will provide Tier 1 and Tier 2 technical support for hardware, software, network, and systems issues across business locations. This role serves as a senior escalation point for troubleshooting complex desktop, peripheral, connectivity, and application issues. The associate will install, configure, maintain, and support Windows and Mac workstations, laptops, mobile devices, printers, and other endpoint technology. They will also support core business systems, including point-of-sale platforms, user productivity tools, collaboration platforms, and location-based operational technology. Additionally, the role involves administering user accounts, password resets, access permissions, and onboarding/offboarding activities. The associate will assist in the maintenance and support of network-connected systems, support virtualization environments, and participate in IT projects. Maintaining accurate records of IT assets, inventory, and support activity is crucial. The role also includes developing and documenting IT procedures, promoting cybersecurity awareness, collaborating with leadership and vendors, and providing guidance to junior IT staff. Other duties may be requested by Executive Leadership or the direct supervisor.

Requirements

Associate degree or higher in Information Technology, Computer Science, or a related field preferred; equivalent professional experience will be considered.
5+ years of progressive IT support or systems support experience, preferably in a multi-site or operational business environment.
Strong working knowledge of Windows and macOS environments, common business applications, and Google Workspace.
Experience supporting point-of-sale systems; familiarity with Catapult or similar retail technology platforms strongly preferred.
Solid understanding of networking fundamentals, including TCP/IP, device connectivity, DHCP, DNS, switching, wireless connectivity, and structured troubleshooting.
Working knowledge of cybersecurity best practices, including endpoint security, access management, secure authentication, and phishing prevention.
Experience supporting virtual machines and basic systems administration tasks.
Strong troubleshooting, organizational, documentation, and time-management skills.
Ability to prioritize competing demands, work independently, and communicate effectively with both technical and non-technical users.

Nice To Haves

CompTIA A+, Network+, Security+, or similar certifications preferred.
Demonstrates professionalism, accountability, and strong customer service skills.
Comfortable operating in a fast-paced environment with multiple locations and varied technologies.
Able to take ownership of issues through resolution and proactively identify opportunities for improvement.
Willing to contribute beyond day-to-day support and assist with broader IT operational goals.

Responsibilities

Provide Tier 1 and Tier 2 technical support for hardware, software, network, and systems issues across business locations.
Serve as a senior escalation point for troubleshooting complex desktop, peripheral, connectivity, and application issues.
Install, configure, maintain, and support Windows and Mac workstations, laptops, mobile devices, printers, and other endpoint technology.
Support core business systems, including point-of-sale platforms, user productivity tools, collaboration platforms, and location-based operational technology.
Administer user accounts, password resets, access permissions, and onboarding/offboarding activities in accordance with company policies and security standards.
Assist in the maintenance and support of network-connected systems, including switches, wireless access points, printers, scanners, and related infrastructure.
Support virtualization environments, shared systems, and line-of-business platforms by performing routine maintenance, troubleshooting, and issue escalation as needed.
Participate in IT projects such as hardware refreshes, software rollouts, infrastructure upgrades, and new technology implementations.
Maintain accurate records of IT assets, inventory, software licensing, configurations, and support activity.
Help develop and document IT procedures, troubleshooting steps, and best practices to improve consistency and operational efficiency.
Promote cybersecurity awareness by following and reinforcing secure IT practices, including endpoint protection, password hygiene, access control, and phishing awareness.
Collaborate with leadership, vendors, and internal teams to ensure technology issues are resolved in a timely and effective manner.
Provide guidance and knowledge-sharing to junior IT staff or less experienced team members when appropriate.
Perform other duties outside the immediate functional area when requested by Executive Leadership or the direct supervisor in support of business operations.