Help Desk Technician III

We are seeking an experienced and highly skilled IT professional to join our Helpdesk team at our Headquarters. The Tier III Helpdesk Technician serves as a senior technical resource for the organization, handling complex escalations, resolving advanced technical issues, and supporting the reliability, security, and performance of the firm's IT environment.

This role is responsible for providing advanced troubleshooting and technical guidance across the organization while supporting IT infrastructure, endpoint management, system administration, and technology-related projects. The Tier III Technician works closely with Tier I and Tier II technicians, helping resolve difficult incidents, improve support processes, and develop the technical capabilities of the broader IT team.

The ideal candidate will have a minimum of 4 years of IT support experience, strong technical troubleshooting and analytical skills, and demonstrated expertise in Active Directory, Group Policy, hardware and software troubleshooting, printer management, IP phone systems, computer imaging and deployment, and network diagnostics. Experience administering enterprise IT environments and leading technical projects is highly desirable.

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.

Key Responsibilities

• Serve as the senior escalation point for complex technical incidents that cannot be resolved by Tier I or Tier II support.
• Diagnose and resolve advanced hardware, software, operating system, connectivity, application, and endpoint issues across the organization.
• 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 in accordance with established security policies.
• Perform advanced troubleshooting of network connectivity, DNS, DHCP, VPN, wireless connectivity, and other network-related issues, coordinating with infrastructure specialists as appropriate.
• Oversee 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 sustainable solutions to reduce repeat issues and improve system 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 assistance to Tier I and Tier II technicians.
• Review escalated tickets and troubleshooting documentation to identify knowledge gaps, training opportunities, and improvements to support procedures.
• Develop and maintain technical documentation, troubleshooting guides, standard operating procedures, and IT knowledge-base resources.
• Coordinate with software vendors, hardware vendors, managed service providers, and other external technical resources to resolve complex issues.
• Prioritize critical incidents and competing demands based on business impact, urgency, and established service-level expectations.
• Take ownership of 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 overall employee technology experience.
• Maintain strict confidentiality and follow the firm's IT security policies, access controls, and procedures for handling sensitive information.
• Pursue ongoing technical development and maintain current knowledge of relevant technologies, tools, and industry best practices.

Schedule

Monday–Friday. This position may be assigned to either:

• 8:30 AM – 5:30 PM
• 1:00 PM – 10:00 PM

Shift assignment based on business needs.

Travel

• This position requires traveling to our satellite offices as needed (approximately 5% travel).

Requirements

• Minimum of 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.
• 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 of the organization.
• Strong commitment to customer service, system reliability, information security, and continuous improvement.

Required Education

A degree in Information Technology, Computer Science, or a related field is preferred. Equivalent professional experience and demonstrated technical expertise may be considered.

Candidates with one or more of the following certifications will be given preference:

• CompTIA A+
• CompTIA Network+
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation
• CompTIA Security+
• Microsoft Certified: Azure Fundamentals
• Microsoft role-based certifications relevant to endpoint management, identity, or systems administration

Advanced certifications and relevant experience administering enterprise IT environments are a plus.

Robertson, Anschutz, Schneid, Crane & Partners, PLLC is a national law firm specializing in creditors’ rights and real estate law, offering employees the opportunity to work on high-impact legal matters in a fast-paced, collaborative environment with strong growth potential.  RASCP fosters a collaborative, performance-driven culture where employees are empowered to take ownership of their work, contribute to meaningful client outcomes, and continuously develop their skills within a fast-paced, evolving legal environment.  Employees benefit from exposure to complex, high-impact legal matters, creating opportunities for professional growth, specialization, and long-term career development in a dynamic and essential sector of the legal industry.

With a team of over 1,400 professionals operating across 30 states, RASCP has a strong reputation for delivering innovative, efficient, and results-driven legal solutions in areas including foreclosure, bankruptcy, litigation, compliance, and real estate matters.  RASCP combines the resources and reach of a large organization with a client-focused, boutique-style approach, allowing teams to provide tailored solutions while maintaining strong attorney-client relationships.