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Job Description
Tier 2
IT Helpdesk Technician Location:
Jessup, PA |
Type:
Full-Time About the Role Bedrock Technology is a fast‑growing managed services provider and IT consultancy committed to excellence, professional growth, and delivering exceptional service to our clients. We're looking for a reliable, technically capable Tier 2 IT Helpdesk Technician to join our support team. This is a mid-level role for someone who has grown past basic break/fix and is ready to tackle more complex user and systems issues — handling escalations from Tier 1, collaborating with Tier 3 engineers, and becoming a trusted resource for the people they support. If you're someone who genuinely enjoys solving problems, takes pride in a clean resolution, and wants to keep growing your technical skill set, this role is for you. This is an on‑site position located in the Scranton, PA area. The successful candidate must report to the office in person daily. What You'll Do Handle escalated tickets — Take ownership of issues escalated from Tier 1 that require deeper investigation, including software conflicts, connectivity issues, and account/permission problems Support end users — Provide hands-on and remote support for hardware, software, printers, mobile devices, and peripherals across Windows and/or macOS environments Manage user accounts — Create, modify, and disable accounts in Active Directory and Microsoft 365; manage mailboxes, distribution lists, and licensing Troubleshoot networking issues — Diagnose basic LAN/Wi-Fi connectivity problems, VPN access issues, and escalate complex network faults appropriately Deploy and configure endpoints — Image, configure, and deploy laptops and desktops; manage devices through Intune or similar MDM platforms Support Microsoft 365 — Troubleshoot Outlook, Teams, SharePoint, OneDrive, and other M365 applications for end users Document everything — Log tickets thoroughly, update knowledge base articles, and contribute to team SOPs Escalate intelligently — Know when to escalate to Tier 3 and provide clear, detailed handoff notes to speed up resolution Assist with projects — Support IT initiatives such as hardware refreshes, software rollouts, and office moves
What You'll Bring Required:
2-4 years of experience in IT support or helpdesk roles Solid troubleshooting skills across Windows 10/11 environments Working knowledge of Active Directory — user/group management, password resets, OU structure Hands-on experience with Microsoft 365 — Outlook, Teams, SharePoint, OneDrive Familiarity with remote support tools (e.g., ScreenConnect, TeamViewer, ConnectWise, Splashtop) Understanding of basic networking concepts — IP addressing, DNS, DHCP, VPN, VLANs Experience with ticketing systems (Connectwise, ServiceNow, Jira, Freshservice, Zendesk, or similar) Strong communication skills — able to explain technical issues clearly to non-technical users
Preferred:
Experience with Intune or another MDM/endpoint management platform Familiarity with macOS support Exposure to Azure AD / Entra ID and hybrid identity environments Basic PowerShell knowledge for common admin tasks Experience supporting a multi-site or remote workforce Certifications (any of the following are a plus): CompTIA A+ CompTIA Network+ Microsoft 365
Certified:
Fundamentals (MS-900) ITIL Foundation HDI Support Center Analyst Who You Are Patient and people-focused — you understand that tech problems are stressful for users and you treat every interaction with care Methodical — you troubleshoot systematically rather than guessing, and you follow through to confirm issues are truly resolved Dependable — your team and your users know they can count on you Eager to learn — you keep up with changes in technology and actively look for ways to improve your skills A clear communicator — equally comfortable writing a thorough ticket note and walking a frustrated user through a fix over the phone What We Offer Competitive salary based on experience Health, dental, and vision insurance 401(k) with company match PTO and paid holidays Certification reimbursement and professional development support Collaborative, supportive team environment Clear path to grow into Tier 3 / Systems Administrator roles
Pay:
$55,000.00 - $65,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Parental leave Professional development assistance Vision insurance
