IT Associate II

KLR Executive Search Group is proud to partner with Chisholm Chisholm & Kilpatrick LTD (‘CCK’ www.cck-law.com) to recruit their new IT Associate (Tier 2). CCK is a public interest law firm specializing in Veterans Law, ERISA, Long-Term Disability, and Bequest Management. Known for its client-centered approach and contingency-based model, the firm fosters a collaborative, high-trust work environment. The IT Associate (Tier 2) will provide advanced technical support for end users and assist with the administration of enterprise systems. This role is the escalation point for Tier 1 issues and involves hands-on support for Windows servers, Microsoft 365, Active Directory, and basic cloud services.

Key Responsibilities:

End-User & Escalation Support

• Provide Tier 2 support for escalated hardware and software issues.
• Troubleshoot and resolve complex issues with desktops, laptops, mobile devices, and peripherals.
• Mentor Tier 1 staff with advanced troubleshooting approaches.
• Support remote staff using RMM and secure remote access tools.

Server & Systems Support

• Administer Active Directory accounts, groups, and Group Policies.
• Perform maintenance on Windows Server services (file/print, updates, user permissions).
• Assist with Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint).
• Help with onboarding/offboarding processes, automation of account provisioning, and license assignments.

Cloud & Application Support

• Provide support for Microsoft 365 cloud services and identity management via Entra ID.
• Collaborate on AWS tasks such as account permissions, S3 storage, and backup verification.
• Troubleshoot SaaS applications, access issues, and integrations.
• Zoom Phone, Contact Center account provisioning.

Documentation & Process Improvement

• Maintain accurate knowledge base articles and internal documentation.
• Document resolutions and updates within the helpdesk system (e.g., Freshservice).
• Suggest improvements to IT workflows, ticket handling, and automation.

Qualifications:

Required:

• 3–5 years in an IT/help desk support role with Tier 2-level responsibilities.
• Strong skills in Windows, Microsoft 365, Active Directory administration.
• Experience providing end-user support for desktops, laptops, peripherals, and SaaS applications.
• Understanding of Windows Server basics (file/print, patching, AD management).
• Solid troubleshooting, prioritization, and communication skills.

Preferred:

• Certifications such as CompTIA A , Network , MCP, or M365 Certified: Modern Desktop Administrator Associate.
• Some experience with AWS users and storage management helpful but not required.
• Familiarity with automation (PowerShell scripts) or RMM tools.