Help Desk Technician I

US DEFAULT GROUP, INC.; Boca Raton (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Robertson, Anschutz, Schneid, Crane & Partners, PLLC is seeking a motivated Help Desk Technician I to join the Headquarters IT team. This entry-level role assists employees with hardware/software issues, account access, printing, and onboarding while delivering professional user support in a fast-paced legal environment.

You will troubleshoot desktops, laptops, printers, and IP phones, manage tickets, and escalate more complex problems to Tier II/III as needed.

Qualifications

• 1–2 years of experience in IT support, helpdesk support, desktop support, or a related technical role.
• Basic knowledge of Windows operating systems and common business software applications.
• Familiarity with computer hardware, peripherals, and basic software troubleshooting.
• Basic understanding of user accounts, passwords, permissions, and Active Directory concepts.
• Familiarity with printers, scanners, and common office technology.
• Strong customer service skills and the ability to communicate technical information clearly to nontechnical users.
• Good organizational skills, attention to detail, and the ability to manage multiple support requests.
• Ability to follow documented procedures, recognize when an issue requires escalation, and maintain accurate ticket records.
• Dependable, proactive, and eager to learn new technologies.
• Ability to work independently on routine assignments while collaborating effectively with the IT team.

Responsibilities

• Serve as the initial point of contact for employees seeking technical assistance with hardware, software, network connectivity, and other IT-related issues.
• Respond to helpdesk tickets, document reported issues, track progress, and provide timely updates to end-users.
• Perform basic troubleshooting for desktops, laptops, tablets, monitors, keyboards, docking stations, and other computer peripherals.
• Assist with installing, configuring, and maintaining Windows and macOS computers and approved software applications.
• Support password resets, account access requests, and basic Active Directory user account administration in accordance with established procedures.
• Troubleshoot common printer, scanner, and multifunction device issues.
• Assist with IP phone setup, basic troubleshooting, and user configuration.
• Support workstation imaging, computer deployment, equipment replacements, and new employee onboarding.
• Assist with employee offboarding by collecting equipment and completing assigned IT access and asset-related tasks.
• Perform basic network connectivity troubleshooting, including Wi-Fi, Ethernet, and VPN connection issues.
• Escalate unresolved or complex technical issues to Tier II or Tier III support with clear documentation of troubleshooting steps and results.
• Maintain accurate inventory records for computers, peripherals, and other IT equipment.
• Follow established IT procedures, security policies, and best practices for protecting company systems and confidential information.
• Assist with IT projects, office technology upgrades, and other assignments as directed by the IT team.
• Maintain a professional, service-oriented approach when supporting attorneys, administrative personnel, and other employees.
• Participate in ongoing training and technical development to expand troubleshooting skills and prepare for advancement.

Skills

Customer service

Communication

Organizational skills

Attention to detail

Ticket management

Independent work

Team collaboration

Education

Information Technology degree

Computer Science degree

Relevant IT training

Tools

Active Directory

Windows OS

MacOS

VPN

Job description

About this position

Help Desk Technician I

We are seeking a motivated and customer-focused IT professional to join our Helpdesk team at our Headquarters. The Tier I Helpdesk Technician serves as the first point of contact for employees experiencing IT-related issues and is responsible for providing timely, professional technical support to users across the organization.

This entry-level position is ideal for someone looking to develop their IT career in a professional, fast-paced environment. The successful candidate will assist with troubleshooting common hardware and software issues, user account access, printer connectivity, workstation setup, and other day-to-day technical support needs. This role requires strong communication skills, attention to detail, a willingness to learn, and a commitment to providing excellent customer service.

As employees progress in experience, education, and performance consistency, promotional opportunities may become available. Our firm maintains a collegial work environment that prioritizes internal promotion, training, and professional development.

Key Responsibilities

• Serve as the initial point of contact for employees seeking technical assistance with hardware, software, network connectivity, and other IT-related issues.
• Respond to helpdesk tickets, document reported issues, track progress, and provide timely updates to end-users.
• Perform basic troubleshooting for desktops, laptops, tablets, monitors, keyboards, docking stations, and other computer peripherals.
• Assist with installing, configuring, and maintaining Windows and macOS computers and approved software applications.
• Support password resets, account access requests, and basic Active Directory user account administration in accordance with established procedures.
• Troubleshoot common printer, scanner, and multifunction device issues.
• Assist with IP phone setup, basic troubleshooting, and user configuration.
• Support workstation imaging, computer deployment, equipment replacements, and new employee onboarding.
• Assist with employee offboarding by collecting equipment and completing assigned IT access and asset-related tasks.
• Perform basic network connectivity troubleshooting, including Wi-Fi, Ethernet, and VPN connection issues.
• Escalate unresolved or complex technical issues to Tier II or Tier III support with clear documentation of troubleshooting steps and results.
• Maintain accurate inventory records for computers, peripherals, and other IT equipment.
• Follow established IT procedures, security policies, and best practices for protecting company systems and confidential information.
• Assist with IT projects, office technology upgrades, and other assignments as directed by the IT team.
• Maintain a professional, service-oriented approach when supporting attorneys, administrative personnel, and other employees.
• Participate in ongoing training and technical development to expand troubleshooting skills and prepare for advancement.

Schedule

Monday–Friday. This position may be assigned to either:

• 8:30 AM – 5:30 PM
• 1:00 PM – 10:00 PM

Shift assignment based on business needs.

Travel

• This position requires traveling to our satellite offices as needed (approximately 5% travel).

Requirements

• 1–2 years of experience in IT support, helpdesk support, desktop support, or a related technical role. Relevant education, internships, labs, or hands-on technical experience will also be considered.
• Basic knowledge of Windows operating systems and common business software applications.
• Familiarity with computer hardware, peripherals, and basic software troubleshooting.
• Basic understanding of user accounts, passwords, permissions, and Active Directory concepts.
• Familiarity with printers, scanners, and common office technology.
• Strong customer service skills and the ability to communicate technical information clearly to nontechnical users.
• Good organizational skills, attention to detail, and the ability to manage multiple support requests.
• Ability to follow documented procedures, recognize when an issue requires escalation, and maintain accurate ticket records.
• Dependable, proactive, and eager to learn new technologies.
• Ability to work independently on routine assignments while collaborating effectively with the IT team.

Required Education

A degree in Information Technology, Computer Science, or a related field is preferred. Candidates with relevant technical training, coursework, internships, or demonstrated hands-on IT experience are encouraged to apply.

Candidates with one or more of the following certifications will be given preference:

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• CompTIA Security+

CompTIA A+ is particularly relevant for candidates pursuing an entry-level helpdesk career.

Robertson, Anschutz, Schneid, Crane & Partners, PLLC is a national law firm specializing in creditors’ rights and real estate law, offering employees the opportunity to work on high-impact legal matters in a fast-paced, collaborative environment with strong growth potential. RASCP fosters a collaborative, performance-driven culture where employees are empowered to take ownership of their work, contribute to meaningful client outcomes, and continuously develop their skills within a fast-paced, evolving legal environment. Employees benefit from exposure to complex, high-impact legal matters, creating opportunities for professional growth, specialization, and long-term career development in a dynamic and essential sector of the legal industry.

With a team of over 1,400 professionals operating across 30 states, RASCP has a strong reputation for delivering innovative, efficient, and results-driven legal solutions in areas including foreclosure, bankruptcy, litigation, compliance, and real estate matters. RASCP combines the resources and reach of a large organization with a client-focused, boutique-style approach, allowing teams to provide tailored solutions while maintaining strong attorney-client relationships.