Help Desk Technician II

Job title

Help Desk Technician II

Classification (Exempt/Non-Exempt)

Exempt/Non-Exempt

Reports to

IT Manager

Revision #

1

Company/Description Summary

Robertson, Anschutz, Schneid, Crane & Partners, PLLC provides elite legal representation to mortgage servicers in the context of foreclosure and bankruptcy cases. Our offices, home to more than 1000 employees across 20 states, work diligently to ensure our interests are in constant alignment with those of our clients. Visit our website at for more insight into our organization and leadership team.


Job Summary/Overview

We are seeking an experienced IT technician to join our IT Helpdesk team that supports the use of technology in our organization. As an IT Technician at our satellite office, you will play a crucial role in maintaining and supporting the IT infrastructure to ensure seamless operations. 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.

Essential Duties and Responsibilities

Active Directory Management:

• Create, modify, and delete user accounts.
• Manage group policies and security permissions.
• Troubleshoot and resolve Active Directory-related issues.

Printer Management:

• Install, configure, and troubleshoot printers.
• Monitor and maintain printer supplies.
• Provide user support for printing-related issues.

Hardware and Software Troubleshooting:

• Diagnose and resolve hardware and software issues.
• Perform routine maintenance and updates on computer systems.
• Collaborate with the IT team for escalated problem resolution.

IP Phone Systems:

• Configure and troubleshoot IP phone systems.
• Provide user support for telephony-related issues.

Computer Imaging and Deployment:

• Create and deploy system images for computers.
• Manage the deployment process for new computers and upgrades.
• Ensure standard configurations and security measures are applied.

Project Management:

• Participate in IT projects related to system upgrades and improvements.
• Collaborate with the IT team to implement new technologies.
• Document project progress and outcomes.

User Support:

• Provide technical support to end-users via various channels (phone, ticketing system, in-person).
• Educate users on IT best practices and procedures.
• Address and resolve IT-related service requests.

Documentation:

• Maintain accurate and up-to-date documentation for IT systems and procedures.
• Create user guides and documentation for common issues.

Among other IT related tasks

Schedule

Monday - Friday Full time hours

Occasionally weekends or after hours are required (5% - 10%)

Other Duties

Travel

• This position requires traveling to our other satellite offices as needed. (10-15% travel)

Qualifications

• 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.

RAS is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

Education

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+
• Microsoft Certified: Modern Desktop Administrator Associate
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation
• CompTIA Security+
• Microsoft Certified: Azure Fundamentals (for cloud-based environments)

Note: While a degree is preferred, equivalent work experience and relevant certifications will also be considered. This list is not exhaustive, and candidates with other relevant certifications may be considered based on the discretion of the hiring team. This combination of education and certifications is intended to ensure that the candidate has both the theoretical knowledge and practical skills required for the position.

Physical functions

While performing the duties of this job, the employee is regularly required to sit, talk, type, listen, and use repetitive motion. Tasks may involve extended periods at a keyboard or workstation and involve frequent handling of computer equipment. The employee is frequently required to stand, walk, use hands and fingers to handle and feel. The employee is occasionally required to bend, kneel, crouch, climb stairs, and reach overhead to service hardware and software used by the organization. Occasionally the employee will need to be able to lift and move up to 40 pounds.


Work Environment

The work environment for this role is generally indoors at a desk in a well-lighted, climate-controlled cubicle or office with moderate noise levels.

Travel

This position requires traveling to our other satellite offices as needed. (10-15% travel)