Tier 3 IT Support Technician

Bedrock Technology is hiring a senior, hands-on Tier 3 IT Support Technician for an on-site role in the Scranton, PA area. This position is built around owning escalated incidents end-to-end, administering core systems and cloud-related services, and guiding major outages with clear stakeholder communication.

You will also help strengthen the team through documentation and mentorship while working closely with internal teams and third-party vendors to keep complex environments running reliably.

Role Overview

• Resolve complex technical issues escalated from Tier 1/2 through deep system-level investigation and root cause analysis
• Provide technical leadership during major outages, coordinating resolution and communicating status to stakeholders
• Own recurring problem elimination by identifying patterns and driving continuous improvement through automation, process changes, or infrastructure updates

Key Responsibilities

• Escalated incidents: troubleshoot and resolve Tier 3-level problems requiring advanced investigation
• Core infrastructure administration: manage and maintain servers (Windows/Linux), Active Directory, DNS, DHCP, Group Policy, and virtualization platforms (VMware/Hyper-V)
• Network operations support: troubleshoot LAN/WAN, VPN, firewall rules, switching, and routing issues in coordination with the network team
• Cloud environment management: administer and troubleshoot Microsoft 365 and Entra ID (including Azure AD and hybrid identity configurations)
• Documentation: write and maintain runbooks, KB articles, and SOPs to improve efficiency and reduce repeat escalations
• Mentorship: guide and train Tier 1/2 technicians to build team capability
• Vendor liaison: manage escalations and coordinate with third-party vendors and software support teams
• Continuous improvement: proactively eliminate recurring issues through automation, process changes, or infrastructure improvements

What You’ll Bring

• 5+ years of progressive IT support experience, including at least 2 years in a Tier 3 or senior systems role
• Deep expertise in Windows Server (2016/2019/2022) administration and troubleshooting
• Strong working knowledge of Active Directory, Group Policy, DNS, and DHCP
• Hands-on experience with Microsoft 365 administration including Exchange Online, Teams, SharePoint, Intune, and EntraID
• Proficiency in PowerShell scripting for automation and administration
• Solid networking fundamentals including TCP/IP, VLANs, routing protocols, and VPN technologies
• Experience with VMware vSphere or Hyper-V virtualization
• Ability to independently manage and prioritize a complex, varied workload
• Hands-on experience with VoIP / UCaaS administration (RingCentral, Zoom, 8x8, Goto, Cisco, Mitel, etc.)

Technologies

• Windows Server, Active Directory, DNS, DHCP, Group Policy
• VMware/Hyper-V, VMware vSphere, Hyper-V
• Microsoft 365, Exchange Online, Teams, SharePoint, Intune, EntraID, Azure AD, hybrid identity configurations
• PowerShell, TCP/IP, VLANs
• VoIP / UCaaS, RingCentral, Zoom, 8x8, Goto, Cisco, Mitel
• ITIL, Azure, AWS, GCP, SIEM, EDR, Veeam, Datto, Python, Bash
• Microsoft Certified: Azure Administrator (AZ-104), CompTIA Security+, CompTIA Network+, MCSA, MCSE, VMware VCP, ITIL Foundation

Location and Compensation

• Location: Scranton, PA (onsite)
• Salary: USD 65,000 - 85,000 per year

Benefits

• Competitive salary commensurate with experience
• Comprehensive health, dental, and vision benefits
• 401(k) with company match
• Generous PTO and paid holidays
• Professional development budget and certification reimbursement
• Flexible/hybrid work options
• Collaborative team that values your expertise