Help Desk Technician II

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., * Provide advanced troubleshooting and resolution for escalated issues from Tier I support.

• Configure, deploy, troubleshoot, and repair hardware and software, including desktops, laptops, and tablets (Windows and macOS).
• Manage Active Directory accounts, group policies, and permissions.
• Install, configure, and maintain office printers and multifunction devices; troubleshoot printing issues.
• Manage and maintain VOIP phone systems, including user setup and removal.
• Respond promptly to tickets, ensuring timely updates and resolution.
• Prioritize and manage workload to meet service levels, deadlines, and changing business needs.
• Take ownership of assigned tasks and incidents, driving them to completion with minimal supervision.
• Escalate unresolved or complex issues to appropriate internal or external resources with clear documentation.
• Collaborate with IT colleagues and cross-functional teams to resolve issues and support business operations.
• Contribute to technology-related projects, including planning, execution, and follow-through.
• Create, update, and maintain IT documentation, guides, and best practices.
• Proactively identify issues or opportunities for improvement and take initiative to address them.
• Pursue ongoing technical development through training and industry certifications.

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. (5% travel)

• 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.

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

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.