Help Desk Technician II

Robertson,-Anschutz,-Schneid,-Crane-; Boca Raton (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Robertson, Anschutz, Schneid, Crane & Partners, PLLC is seeking an experienced IT professional to join our Helpdesk team as a Tier II Technician in headquarters. The role provides advanced IT support, resolves escalated issues, and supports IT projects across the organization.

The ideal candidate will have at least 2 years of IT support experience, expertise in Active Directory, printer management, hardware/software troubleshooting, IP phone systems, and imaging/deployment.

Qualifications

• A degree in Information Technology or a related field is preferred.
• Candidates with certifications (CompTIA A+, Network+, ITIL Foundation, CompTIA Security+, Microsoft Azure Fundamentals) will be favored.
• Minimum of 2 years IT support experience.
• Experience with Active Directory administration and printer management.
• Comfort with Windows and macOS, VOIP, imaging and deployment.
• Project management skills and ability to handle multiple tasks.
• Strong communication and interpersonal skills.

Responsibilities

• Provide advanced troubleshooting for escalated Tier I issues.
• Configure and repair desktops, laptops, and tablets (Windows and macOS).
• Manage Active Directory accounts, group policies, and permissions.
• Install and maintain printers and multifunction devices; troubleshoot printing issues.
• Manage VOIP phone systems, including user setup and removal.
• Respond to tickets with timely updates and resolutions.
• Collaborate with IT and cross-functional teams on projects and initiatives.
• Create and maintain IT documentation and best practices.
• Pursue ongoing technical development and certifications.

Skills

Active Directory

Printer management

Hardware troubleshooting

Software troubleshooting

IP phone systems

Imaging & deployment

Project management

Communication skills

Education

Degree in Information Technology or related field

IT certifications: CompTIA A+

IT certifications: CompTIA Network+

ITIL Foundation

IT certifications: CompTIA Security+

Microsoft Certified: Azure Fundamentals

Job description

We are seeking an experienced IT professional to join our Helpdesk team at our Headquarters. The Tier II Helpdesk Technician provides advanced technical support for IT-related issues across the organization and serves as an escalation point for Tier I support This role is crucial to maintaining system uptime, delivering excellent service to end-users, and supporting IT projects and initiatives. This position requires a skilled professional with a minimum of 2 years of experience in IT support. The ideal candidate should have expertise in Active Directory, printer management, hardware and software troubleshooting, IP phone systems, computer imaging, deployment, project management, etc.

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

• Provide advanced troubleshooting and resolution for escalated issues from Tier I support.


• Configure, deploy, troubleshoot, and repair hardware and software, including desktops, laptops, and tablets (Windows and macOS).


• Manage Active Directory accounts, group policies, and permissions.


• Install, configure, and maintain office printers and multifunction devices; troubleshoot printing issues.


• Manage and maintain VOIP phone systems, including user setup and removal.


• Respond promptly to tickets, ensuring timely updates and resolution.


• Prioritize and manage workload to meet service levels, deadlines, and changing business needs.


• Take ownership of assigned tasks and incidents, driving them to completion with minimal supervision.


• Escalate unresolved or complex issues to appropriate internal or external resources with clear documentation.


• Collaborate with IT colleagues and cross-functional teams to resolve issues and support business operations.


• Contribute to technology-related projects, including planning, execution, and follow-through.


• Create, update, and maintain IT documentation, guides, and best practices.


• Proactively identify issues or opportunities for improvement and take initiative to address them.


• Pursue ongoing technical development through training and industry certifications.

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. (5% travel)

Requirements

• Minimum of 2 years of experience in IT support.


• Proficiency in Active Directory administration.


• Experience in managing and troubleshooting printers.


• Strong hardware and software troubleshooting skills.


• Familiarity with IP phone systems.


• Experience in computer imaging and deployment.


• Project management skills with the ability to handle multiple tasks simultaneously.


• Excellent communication and interpersonal skills.

Required Education

A degree in Information Technology or a related field is preferred. Additionally, candidates with one or more of the following certifications will be given preference:

• CompTIA A+


• CompTIA Network+


• ITIL Foundation


• CompTIA Security+


• Microsoft Certified: Azure Fundamentals (for cloud-based environments)

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.