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Robertson, Anschutz, Schneid, Crane & Partners, PLLC

Help Desk Technician II

Robertson, Anschutz, Schneid, Crane & Partners, PLLC
Boca Raton, FL Full time Posted 5d ago
Active Directory Desktop Support End User Support Hardware Support Help Desk Help Desk Support Information Technology (IT) It Service Management IT Services It Support Level 2 Network Printers Phone Support Service Desk Technician Service Management Technical Support Voip Systems Windows Support
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Job Description

Tier II Help Desk Technician provides advanced technical support, serves as an escalation point for Tier I, and helps maintain system uptime for end-users.

Responsibilities

  • Provide advanced troubleshooting and resolution for issues escalated from Tier I support.
  • Configure, deploy, troubleshoot, and repair hardware and software for desktops, laptops, and tablets running Windows and macOS.
  • Administer Active Directory, including account management, group policies, and permissions.
  • Install, configure, and maintain office printers and multifunction devices; troubleshoot printing issues.
  • Support VOIP and IP phone systems, including user setup and removal.
  • Respond promptly to tickets and provide timely updates and resolutions.
  • Prioritize and manage workload to meet service levels, deadlines, and shifting business needs.
  • Own assigned tasks and incidents and drive them to completion with minimal supervision.
  • Escalate unresolved or complex problems to internal or external resources with clear documentation.
  • Collaborate with IT colleagues and cross-functional teams to support business operations.
  • Participate in IT projects, including planning, execution, and follow-through.
  • Create, update, and maintain IT documentation, guides, and best practices.
  • Identify issues or improvement opportunities and take initiative to address them.
  • Continue technical development through training and industry certifications.

Requirements

  • Minimum 2 years of IT support experience.
  • Proficiency with Active Directory administration.
  • Experience managing and troubleshooting printers.
  • Strong hardware and software troubleshooting skills.
  • Familiarity with IP phone systems.
  • Experience with computer imaging and deployment.
  • Project management skills to handle multiple tasks simultaneously.
  • Excellent communication and interpersonal skills.

Technologies

  • Active Directory
  • Windows
  • macOS
  • VOIP
  • IP phone systems

Schedule

  • Monday–Friday.
  • Shift assignment may be either 8:30 AM – 5:30 PM or 1:00 PM – 10:00 PM.
  • Shift assignment is based on business needs.

Travel

  • Travel to satellite offices as needed (5% travel).

Education & Certifications

  • A degree in Information Technology or a related field is preferred.
  • Preference for candidates with one or more: CompTIA A+, CompTIA Network+, Cisco Certified Network Associate (CCNA), ITIL Foundation, CompTIA Security+, Microsoft Certified: Azure Fundamentals (for cloud-based environments).

Career Development

  • Collegial work environment focused on internal promotion, training, and professional development.
  • Promotional opportunities may become available as experience, education, and performance consistency increase.

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