Help Desk Technician III

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

4h • Onsite

About The Position

The Help Desk Technician III is a senior technical resource on the Helpdesk team at the firm’s Headquarters. The role handles complex escalations and advanced troubleshooting while supporting the reliability, security, and performance of the firm’s IT environment. It provides technical guidance across the organization and supports IT infrastructure, endpoint management, system administration, and technology projects. The technician works with Tier I and Tier II staff to resolve difficult incidents, improve support processes, and build the team’s technical capabilities.

The position is scheduled Monday through Friday and may be assigned 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.

Robertson, Anschutz, Schneid, Crane & Partners, PLLC is a national law firm specializing in creditors’ rights and real estate law. The firm describes its culture as collaborative and performance-driven, with opportunities for professional growth, specialization, internal promotion, training, and professional development.

Requirements

• At least 4 years of experience in IT support, desktop support, systems support, or a related technical role.
• Demonstrated experience resolving complex technical issues and managing escalations in an enterprise or multi-office environment.
• Advanced working knowledge of Active Directory, Group Policy, account administration, permissions, and access management.
• Strong troubleshooting skills across Windows and macOS endpoints, business applications, hardware, and peripherals.
• Experience with computer imaging, operating system deployment, endpoint configuration, and device lifecycle management.
• Advanced troubleshooting experience with printers, scanners, multifunction devices, and print-management environments.
• Experience supporting IP phone or VoIP systems.
• Strong understanding of network troubleshooting, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience investigating recurring incidents and identifying root causes rather than relying solely on temporary fixes.
• Ability to coordinate technical projects, manage competing priorities, and deliver assignments within established deadlines.
• Excellent analytical, organizational, documentation, communication, and interpersonal skills.
• Ability to mentor junior technicians and provide technical guidance to colleagues.
• Ability to work independently, exercise sound judgment, and communicate effectively with employees at all organizational levels.
• Strong commitment to customer service, system reliability, information security, and continuous improvement.
• A degree in Information Technology, Computer Science, or a related field is preferred; equivalent professional experience and demonstrated technical expertise may be considered.

Nice To Haves

• CompTIA A+ certification.
• CompTIA Network+ certification.
• Cisco Certified Network Associate (CCNA) certification.
• ITIL Foundation certification.
• CompTIA Security+ certification.
• Microsoft Certified: Azure Fundamentals certification.
• Microsoft role-based certifications relevant to endpoint management, identity, or systems administration.
• Advanced certifications and relevant experience administering enterprise IT environments.
• Experience leading technical projects.

Responsibilities

• Serve as the senior escalation point for complex incidents that Tier I or Tier II support cannot resolve.
• Diagnose and resolve advanced hardware, software, operating system, connectivity, application, and endpoint issues.
• Configure, administer, troubleshoot, and maintain Windows and macOS desktops, laptops, tablets, and other endpoint devices.
• Administer Active Directory, Group Policy, user accounts, security groups, permissions, and access configurations in accordance with security policies.
• Troubleshoot network connectivity, DNS, DHCP, VPN, wireless, and other network issues, coordinating with infrastructure specialists as appropriate.
• Oversee or perform computer imaging, operating system deployment, endpoint configuration, and equipment rollouts.
• Troubleshoot printers, scanners, multifunction devices, and print-management issues across office locations.
• Administer and troubleshoot IP phone and VoIP systems, including extensions, user configurations, call routing, and related hardware.
• Investigate recurring incidents, identify root causes, and implement lasting solutions to improve reliability and reduce repeat issues.
• Identify security, access-control, configuration, and endpoint-management concerns and coordinate remediation with appropriate IT personnel.
• Support infrastructure maintenance, software upgrades, system migrations, technology refreshes, and other technical initiatives.
• Lead or coordinate assigned IT projects, including planning, implementation, testing, documentation, and follow-up.
• Provide technical guidance, mentoring, and troubleshooting assistance to Tier I and Tier II technicians.
• Review escalated tickets and troubleshooting documentation to identify knowledge gaps, training opportunities, and process improvements.
• Develop and maintain technical documentation, troubleshooting guides, standard operating procedures, and knowledge-base resources.
• Coordinate with software and hardware vendors, managed service providers, and other external technical resources to resolve complex issues.
• Prioritize incidents and competing demands according to business impact, urgency, and service-level expectations.
• Take ownership of complex assignments and drive issues to resolution with minimal supervision.
• Communicate technical findings, risks, and proposed solutions to IT leadership and nontechnical stakeholders.
• Identify opportunities to improve IT processes, endpoint reliability, support efficiency, and the employee technology experience.
• Maintain confidentiality and follow IT security policies, access controls, and procedures for sensitive information.
• Pursue ongoing technical development and maintain current knowledge of relevant technologies, tools, and industry practices.

Benefits

• Professional growth and long-term career development opportunities.
• Internal promotion opportunities as employees progress in experience, education, and performance consistency.
• Training and professional development.
• Exposure to complex, high-impact legal matters and opportunities for specialization.

What This Job Offers

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