Tier 2 IT Helpdesk Technician
Active Directory
Computer Skills
Connectwise
Customer Support
Device Management
End User Support
Hardware Support
Help Desk
Information Technology (IT)
IT Services
ITSM
Mac
Microsoft 365
Microsoft Intune
Microsoft Teams
Mobile Device Management
Network Services
Networking
Office 365
Office Tools
Remote Support
Remote Support Tools
Secure Remote Access
Technical Support
Windows
Job Description
Tier 2 IT Helpdesk Technician position at Bedrock Technology, on-site in the Scranton/Jessup, PA area, handling escalated IT issues and supporting Windows/macOS, Microsoft 365, and endpoint deployment.
Responsibilities
- Own escalated Tier 1 tickets that require deeper investigation, including software conflicts, connectivity problems, and access or permission issues.
- Provide hands-on and remote assistance to end users for hardware, software, printers, mobile devices, and peripherals across Windows and macOS platforms.
- Administer user accounts in Active Directory and Microsoft 365, including creation, modification, disabling, mailbox management, distribution lists, and licensing.
- Diagnose basic LAN and Wi-Fi connectivity issues and VPN access problems; escalate advanced network faults as needed.
- Image, configure, and deploy laptops and desktops; manage devices via Intune or other MDM solutions.
- Troubleshoot Microsoft 365 apps including Outlook, Teams, SharePoint, and OneDrive for end users.
- Maintain thorough ticket records, contribute to knowledge base articles, and help develop team standard operating procedures.
- Escalate appropriately to Tier 3 when necessary, supplying clear handoff notes to speed up resolution.
- Assist with IT projects such as hardware refresh cycles, software rollouts, and office relocations.
Requirements
- Two to four years of experience in IT support or helpdesk roles.
- Solid troubleshooting skills across 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 apps such as Outlook, Teams, SharePoint, and OneDrive.
- Proficiency with remote support tools such as ScreenConnect, TeamViewer, ConnectWise, and Splashtop.
- Understanding of core networking concepts including IP addressing, DNS, DHCP, VPNs, and VLANs.
- Experience using ticketing systems such as ConnectWise, ServiceNow, Jira, Freshservice, Zendesk, or equivalent.
- Strong communication skills with the ability to explain technical issues clearly to non-technical users.
Technologies
- Windows 10
- Windows 11
- Active Directory
- Microsoft 365
- Outlook
- Teams
- SharePoint
- OneDrive
- ScreenConnect
- TeamViewer
- ConnectWise
- Splashtop
- Intune
- macOS
- Azure AD / Entra ID
- PowerShell
- Jira
- ServiceNow
- Freshservice
- Zendesk
- VPN
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Paid time off
- Parental leave
- 401(k) with company match
- Certification reimbursement and professional development support
Location
Jessup, PA
Employment Type
Full-Time
Salary
USD 55,000 - 65,000 per year
Work Location
In person
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