Help Desk Technician I

Robertson, Anschutz, Schneid, Crane & Partners, PLLC • Boca Raton, FL

4h • Onsite

About The Position

The Help Desk Technician I is an entry-level member of the Helpdesk team at the company’s headquarters and serves as the first point of contact for employees seeking IT support. The role provides timely, professional assistance with common hardware and software problems, account access, printer connectivity, workstation setup, network connectivity, and other day-to-day technical needs. The technician supports attorneys, administrative personnel, and other employees, documents and tracks requests, and escalates complex issues to higher-tier support.

This position is suited to someone developing an IT career in a professional, fast-paced environment. The firm describes a collegial, collaborative culture that prioritizes internal promotion, training, and professional development. Advancement opportunities may become available as employees build experience and education and demonstrate consistent performance.

The schedule is Monday through Friday, with assignment to either 8:30 AM–5:30 PM or 1:00 PM–10:00 PM based on business needs. Travel to satellite offices is required as needed, approximately 5% of the time.

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 may 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 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 and collaborate effectively with the IT team.
• 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.

Nice To Haves

• Candidates with one or more of the following certifications will be given preference: CompTIA A+, CompTIA Network+, ITIL Foundation, CompTIA Security+, or Microsoft Certified: Azure Fundamentals.
• CompTIA A+ is particularly relevant for candidates pursuing an entry-level helpdesk career.

Responsibilities

• Serve as the initial contact for employees seeking help with hardware, software, network connectivity, and other IT issues.
• Respond to helpdesk tickets, document issues, track progress, and provide timely updates to end users.
• Troubleshoot desktops, laptops, tablets, monitors, keyboards, docking stations, and other peripherals.
• Assist with installing, configuring, and maintaining Windows and macOS computers and approved software.
• Support password resets, account access requests, and basic Active Directory user account administration according to 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 replacement, and new employee onboarding.
• Assist with employee offboarding by collecting equipment and completing assigned IT access and asset-related tasks.
• Troubleshoot basic Wi-Fi, Ethernet, and VPN connectivity issues.
• Escalate unresolved or complex issues to Tier II or Tier III support, documenting troubleshooting steps and results.
• Maintain accurate inventory records for computers, peripherals, and other IT equipment.
• Follow 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.
• Provide professional, service-oriented support to attorneys, administrative personnel, and other employees.
• Participate in ongoing training and technical development to expand troubleshooting skills and prepare for advancement.

Benefits

• Training and professional development.
• Potential promotional opportunities and internal advancement.
• Exposure to complex, high-impact legal matters and opportunities for specialization and long-term career development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed