Tier 2 IT Helpdesk Technician

Bedrock Technology is seeking a Tier 2 IT Helpdesk Technician for on site work in the Jessup, PA area. This role handles escalations from Tier 1, delivers end-user support, and manages Active Directory and Microsoft 365. The position offers a competitive USD 55,000 to 65,000 per year, a comprehensive benefits package, and a clear path to grow into Tier 3 or Systems Administrator roles within a collaborative, supportive team.

Benefits

• 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
• Life insurance
• Parental leave
• Vision insurance
• Professional development assistance

Responsibilities

• Own escalated 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
• Create, modify, and disable Active Directory and Microsoft 365 accounts; manage mailboxes, distribution lists, and licensing
• Diagnose basic LAN and Wi Fi connectivity and VPN issues; escalate complex network faults as needed
• Image, configure, and deploy laptops and desktops; manage devices through Intune or similar MDM platforms
• Troubleshoot Outlook, Teams, SharePoint, OneDrive, and other Microsoft 365 applications for end users
• Log tickets thoroughly, update knowledge base articles, and contribute to team SOPs
• Escalate intelligently to Tier 3 and provide clear, detailed handoff notes to speed resolution
• Support IT initiatives such as hardware refreshes, software rollouts, and office moves

Requirements

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

Technologies

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

Certifications

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

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

Who you are

• Patient and people focused, recognizing that tech issues can be stressful for users
• Methodical, troubleshooting systematically and following through to ensure resolution
• Dependable, someone teammates and users can rely on
• Eager to learn, staying current with technology and seeking improvement opportunities
• Clear communicator, able to explain technical details in plain language