Tier 2 IT Helpdesk Technician

Bedrock Technology offers a benefits-forward, on site IT support role in Allentown, PA with a salary range of USD 55,000 to 65,000 per year. You will join a collaborative, supportive team and have a clear path to advance into Tier 3 or Systems Administrator roles. The position centers on handling escalated tickets, end user support, AD and Microsoft 365 administration, and endpoint deployment.

Benefits

• 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 growth into Tier 3 / Systems Administrator roles

Responsibilities

• Handle escalated tickets from Tier 1 requiring deeper investigation, including software conflicts, connectivity issues, and account/permission problems
• Provide hands-on and remote support for hardware, software, printers, mobile devices, and peripherals across Windows and macOS
• Create, modify, and disable accounts in Active Directory and Microsoft 365; manage mailboxes, distribution lists, and licensing
• Diagnose basic LAN/Wi-Fi connectivity issues, VPN access problems, and escalate complex network faults as needed
• Image, configure, and deploy laptops and desktops; manage devices through Intune or other MDM platforms
• Troubleshoot Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
• Log tickets thoroughly, update knowledge base articles, and contribute to team SOPs
• Escalate intelligently to Tier 3 with clear, detailed handoff notes to speed resolution
• Support IT initiatives such as hardware refreshes, software rollouts, and office moves

Requirements

• 2–4 years of IT support or helpdesk experience
• Solid troubleshooting skills in Windows 10/11
• Working knowledge of Active Directory for user/group management, password resets, and OU structure
• Hands-on experience with Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive
• Familiarity with remote support tools (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 to explain technical issues clearly to non technical users

Technologies

Windows 10/11, Active Directory, Microsoft 365, Intune, MDM platforms, macOS, Outlook, Teams, SharePoint, OneDrive, Azure AD / Entra ID, ScreenConnect, TeamViewer, ConnectWise, Splashtop, VPN, DNS, DHCP, VLANs, ServiceNow, Jira, Freshservice, Zendesk

Preferred Qualifications

• 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

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Certified: Fundamentals (MS-900)
• ITIL Foundation
• HDI Support Center Analyst

Who You Are

• Patient and people-focused
• Methodical
• Dependable
• Eager to learn
• A clear communicator

Work location: On site in Allentown, PA.