Help Desk Technician III

Join Robertson, Anschutz, Schneid, Crane & Partners, PLLC as a senior technical resource in an onsite Help Desk environment in Boca Raton, FL. In this Tier III role, you will take ownership of complex escalations, troubleshoot advanced endpoint and infrastructure issues, and support the reliability, security, and performance of the firm’s IT environment.

What you’ll do

• Act as the senior escalation point for complex incidents that cannot be resolved by Tier I or Tier II support.
• Diagnose and resolve advanced problems across hardware, software, operating systems, connectivity, applications, and endpoint devices.
• Configure, administer, troubleshoot, and maintain desktops, laptops, tablets, and other endpoint devices running Windows and macOS.
• Administer Active Directory, Group Policy, user accounts, security groups, permissions, and access configurations aligned with security policies.
• Troubleshoot network connectivity issues including DNS, DHCP, VPN, and wireless connectivity, coordinating with infrastructure specialists when needed.
• Oversee and/or perform computer imaging, operating system deployment, endpoint configuration, and equipment rollout activities.
• Troubleshoot complex printer, scanner, multifunction device, and print-management issues across office locations.
• Administer and troubleshoot IP phone and VoIP systems, including extensions, user configurations, call-routing issues, and related hardware.
• Investigate recurring incidents, perform root-cause analysis, and implement durable fixes that reduce repeat issues and improve reliability.
• Identify potential security, access-control, configuration, and endpoint-management concerns and coordinate remediation with the appropriate IT personnel.
• Support IT infrastructure maintenance, software upgrades, system migrations, technology refreshes, and other technical initiatives.
• Lead or coordinate assigned IT projects, including planning, implementation, testing, documentation, and post-implementation follow-up.
• Provide technical guidance, mentoring, and troubleshooting support to Tier I and Tier II technicians.
• Review escalated tickets and troubleshooting documentation to spot knowledge gaps, training opportunities, and improvements to support procedures.
• Develop and maintain technical documentation such as troubleshooting guides, standard operating procedures, and IT knowledge-base resources.
• Coordinate with software vendors, hardware vendors, managed service providers, and other external technical resources for complex issue resolution.
• Prioritize critical incidents and competing demands based on business impact, urgency, and established service-level expectations.
• Own complex technical assignments and drive issues to resolution with minimal supervision.
• Communicate technical findings, risks, and proposed solutions clearly to IT leadership and nontechnical stakeholders.
• Identify opportunities to improve IT processes, endpoint reliability, support efficiency, and the employee technology experience.
• Maintain strict confidentiality and follow the firm’s IT security policies, access controls, and procedures for sensitive information.
• Pursue ongoing technical development and keep current with relevant technologies, tools, and industry best practices.

Required experience and education

• Minimum 4 years of experience in IT support, desktop support, systems support, or a related technical role.
• Education: a degree in Information Technology, Computer Science, or a related field is preferred.
• 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 only on temporary fixes.
• Ability to coordinate technical projects, manage competing priorities, and deliver within established deadlines.
• Excellent analytical, organizational, documentation, communication, and interpersonal skills.
• Demonstrated 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 levels.
• Strong commitment to customer service, system reliability, information security, and continuous improvement.

Technologies you’ll work with

• Active Directory, Group Policy
• Windows, macOS
• TCP/IP, DNS, DHCP, VPN, wireless connectivity
• IP phone systems, VoIP
• Computer imaging, operating system deployment
• Print-management environments
• IP phone and VoIP systems

Schedule, location, and travel

• Location: Boca Raton, FL (onsite)
• Schedule: Monday–Friday; shift may be 8:30 AM–5:30 PM or 1:00 PM–10:00 PM based on business needs
• Travel: approximately 5% to satellite offices as needed

Preferred certifications

• CompTIA A+; CompTIA Network+; Cisco Certified Network Associate (CCNA); ITIL Foundation; CompTIA Security+; Microsoft Certified: Azure Fundamentals; and/or Microsoft role-based certifications relevant to endpoint management, identity, or systems administration.
• Advanced certifications and relevant experience administering enterprise IT environments are a plus.
• Equivalent professional experience and demonstrated technical expertise may be considered in lieu of the preferred degree.