Help Desk Technician I

About the role

We are seeking a motivated and customer-focused IT professional to join our Helpdesk team at our Headquarters. The Tier I Helpdesk Technician serves as the first point of contact for employees experiencing IT-related issues and is responsible for providing timely, professional technical support to users across the organization.

This entry-level position is ideal for someone looking to develop their IT career in a professional, fast-paced environment. The successful candidate will assist with troubleshooting common hardware and software issues, user account access, printer connectivity, workstation setup, and other day-to-day technical support needs. This role requires strong communication skills, attention to detail, a willingness to learn, and a commitment to providing excellent customer service.

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 initial point of contact for employees seeking technical assistance with hardware, software, network connectivity, and other IT-related issues.
• Respond to helpdesk tickets, document reported issues, track progress, and provide timely updates to end-users.
• Perform basic troubleshooting for desktops, laptops, tablets, monitors, keyboards, docking stations, and other computer peripherals.
• Assist with installing, configuring, and maintaining Windows and macOS computers and approved software applications.
• Support password resets, account access requests, and basic Active Directory user account administration in accordance with established procedures.
• Troubleshoot common printer, scanner, and multifunction device issues.
• Assist with IP phone setup, basic troubleshooting, and user configuration.
• Support workstation imaging, computer deployment, equipment replacements, and new employee onboarding.
• Assist with employee offboarding by collecting equipment and completing assigned IT access and asset-related tasks.
• Perform basic network connectivity troubleshooting, including Wi-Fi, Ethernet, and VPN connection issues.
• Escalate unresolved or complex technical issues to Tier II or Tier III support with clear documentation of troubleshooting steps and results.
• Maintain accurate inventory records for computers, peripherals, and other IT equipment.
• Follow established IT procedures, security policies, and best practices for protecting company systems and confidential information.
• Assist with IT projects, office technology upgrades, and other assignments as directed by the IT team.
• Maintain a professional, service-oriented approach when supporting attorneys, administrative personnel, and other employees.
• Participate in ongoing training and technical development to expand troubleshooting skills and prepare for advancement.

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

• 1-2 years of experience in IT support, helpdesk support, desktop support, or a related technical role. Relevant education, internships, labs, or hands-on technical experience will also be considered.
• Basic knowledge of Windows operating systems and common business software applications.
• Familiarity with computer hardware, peripherals, and basic software troubleshooting.
• Basic understanding of user accounts, passwords, permissions, and Active Directory concepts.
• Familiarity with printers, scanners, and common office technology.
• Strong customer service skills and the ability to communicate technical information clearly to nontechnical users.
• Good organizational skills, attention to detail, and the ability to manage multiple support requests.
• Ability to follow documented procedures, recognize when an issue requires escalation, and maintain accurate ticket records.
• Dependable, proactive, and eager to learn new technologies.
• Ability to work independently on routine assignments while collaborating effectively with the IT team.

Required Education

A degree in Information Technology, Computer Science, or a related field is preferred. Candidates with relevant technical training, coursework, internships, or demonstrated hands-on IT experience are encouraged to apply.

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

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• CompTIA Security+
• Microsoft Certified: Azure Fundamentals

CompTIA A+ is particularly relevant for candidates pursuing an entry-level helpdesk career.

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.

About the company