Tier 3 IT Support Technician

Bedrock Technology offers a competitive salary ($65,000 - $85,000 per year) for an on-site Tier 3 IT Support Technician role in the Scranton, PA area, with the ability to work closely with a collaborative team. You’ll get access to comprehensive health, dental, and vision benefits, generous PTO and paid holidays, and a 401(k) with company match, along with professional development support and certification reimbursement.

This position is in person daily and requires daily reporting to the office in the Jessup, PA area. As the escalation point for complex issues, you’ll help maintain stable IT services across infrastructure, network operations, and cloud identity and productivity tools.

What you’ll do

• Own escalated incidents from Tier 1/2, performing deep system-level investigation and root cause analysis to drive resolution
• Administer core infrastructure, including servers running Windows/Linux, Active Directory, DNS, DHCP, Group Policy, and virtualization platforms such as VMware and Hyper-V
• Troubleshoot network operations across LAN/WAN, including VPN, firewall rules, switching, and routing in coordination with the network team
• Manage cloud environments by administering and troubleshooting Microsoft 365, Azure AD, Entra ID, and hybrid identity configurations
• Lead incident response during major outages, coordinating resolution and communicating status to stakeholders
• Develop and maintain documentation by writing runbooks, KB articles, and SOPs to improve efficiency and reduce repeat escalations
• Mentor Tier 1/2 technicians with guidance and training to strengthen team capability
• Liaise with vendors to manage escalations and coordinate with third-party vendors and software support teams
• Drive continuous improvement by identifying recurring issues and proactively reducing them 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 administration and troubleshooting (2016/2019/2022)
• Strong knowledge of Active Directory, Group Policy, DNS, and DHCP
• Hands-on Microsoft 365 administration, including Exchange Online, Teams, SharePoint, Intune, and EntraID
• PowerShell scripting proficiency for automation and administration
• Solid networking fundamentals including TCP/IP, VLANs, routing protocols, and VPN technologies
• Experience with virtualization such as VMware vSphere or Hyper-V
• Ability to independently manage and prioritize a complex, varied workload
• Hands-on VoIP / UCaaS administration with platforms such as RingCentral, Zoom, 8x8, Goto, Cisco, Mitel, and similar

Preferred and helpful experience

• Experience with Azure or other cloud platforms such as AWS and GCP
• Familiarity with SIEM tools, endpoint security, and EDR platforms
• Knowledge of ITIL frameworks and service management best practices
• Experience with backup and disaster recovery solutions such as Veeam and Datto
• Scripting experience beyond PowerShell, such as Python or Bash
• Certifications including AZ-104, CompTIA Security+/Network+, MCSA/MCSE, VMware VCP, or ITIL Foundation
• VoIP/UCaaS experience such as RingCentral/Zoom/8x8 (1 year preferred)

Location and schedule

• Location: Jessup, PA (onsite)
• Type: Full-Time
• Work location: In person
• Daily onsite requirement: must report to the office in person daily
• Commuting area: Jessup, PA 18434 (required)

Salary: $65,000.00 - $85,000.00 per year