Tier 2 IT Helpdesk Technician

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

Do you have experience in macOS?, * 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

Pulled from the full job description

• Professional development assistance
• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * 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, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance