Tier 2 IT Helpdesk Technician

Bedrock Technology offers a collaborative culture, clear paths for professional growth, and a comprehensive benefits package. This on-site Tier 2 IT Helpdesk Technician role is based in Binghamton, NY, and provides the opportunity to move beyond basic fixes into deeper escalations, system administration support, and hands-on IT project work. Join a fast-growing managed services provider and IT consultancy committed to delivering excellent client service and ongoing employee development.

Responsibilities

• Handle escalated tickets by taking ownership of Tier 1 issues that require deeper investigation, including software conflicts, connectivity problems, and account or permission concerns.
• Provide hands-on and remote support for hardware, software, printers, mobile devices, and peripherals across Windows and macOS environments.
• Create, modify, and disable user accounts in Active Directory and Microsoft 365; manage mailboxes, distribution lists, and licensing.
• Diagnose basic LAN and Wi-Fi connectivity issues, VPN access problems, and escalate more complex network faults when needed.
• Image, configure, and deploy laptops and desktops; manage devices through Intune or similar MDM platforms.
• Troubleshoot Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive for end users.
• Document all work thoroughly, update knowledge base articles, and contribute to team standard operating procedures.
• Escalate intelligently to Tier 3 with clear, detailed handoff notes to speed resolution.
• Assist with IT projects including hardware refreshes, software rollouts, and office moves.

Requirements

• 2 to 4 years of experience in IT support or helpdesk roles.
• Strong troubleshooting skills in Windows 10/11 environments.
• Working knowledge of Active Directory including user and group management, password resets, and OU structures.
• Hands-on experience with Microsoft 365 products such as Outlook, Teams, SharePoint, and OneDrive.
• Familiarity with remote support tools (for example ScreenConnect, TeamViewer, ConnectWise, Splashtop).
• Understanding of basic networking concepts including IP addressing, DNS, DHCP, VPN, and VLANs.
• Experience with ticketing systems such as ConnectWise, ServiceNow, Jira, Freshservice, Zendesk, or similar tools.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.

Technologies

• Windows 10/11
• Active Directory
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Remote support tools (ScreenConnect, TeamViewer, ConnectWise, Splashtop)
• Intune
• macOS
• Azure AD / Entra ID, PowerShell
• Jira, ServiceNow, Freshservice, Zendesk
• VPN

Benefits

• Competitive salary based on experience
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off
• Parental leave
• Professional development assistance and certification reimbursement
• Collaborative, supportive team environment
• Clear path to growth into Tier 3 or Systems Administrator roles

About the role

Bedrock Technology is a fast growing managed services provider and IT consultancy focused on delivering excellent service, ongoing professional growth, and strong client outcomes. We are seeking a reliable, technically capable mid‑level IT professional to join the support team. The role centers on handling escalations from Tier 1, collaborating with Tier 3 engineers, and tackling increasingly complex user and systems issues. This position is on site in the Binghamton, NY area, with in-person daily reporting to the office.