SR IT Associate

Essential Duties and 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.

Education and/or Work Experience 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.
• CompTIA A+, Network+, Security+, or similar certifications preferred.
• 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.

Preferred Attributes

• 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.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular and punctual attendance
• Must be able to lift and carry up to 50 lbs.
• Must be able to talk, listen, and speak clearly