Tier 3 IT Support Technician

Bedrock Technology is hiring a Tier 3 IT Support Technician for an on-site role in the Scranton, PA area (Jessup, PA). In this position, you will provide senior, hands-on support for complex infrastructure failures and deep application troubleshooting, owning difficult escalations end to end.

This is a technical, incident-focused job where you’ll manage core environments, lead during major outages, and partner with teams and vendors to drive root-cause resolution. If you enjoy working at the system level and improving how support operations run, this role fits the work.

What you’ll do

• Own escalated incidents by resolving complex issues escalated from Tier 1/2, including deep system investigation and root cause analysis
• Administer core infrastructure, managing and maintaining servers (Windows/Linux), Active Directory, DNS, DHCP, Group Policy, and virtualization platforms (VMware, Hyper-V)
• Support network operations by troubleshooting LAN/WAN, VPN, firewall rules, switching, and routing issues in coordination with the network team
• Administer and troubleshoot cloud environments, including Microsoft 365, Azure AD, Entra ID, and hybrid identity configurations
• Lead incident response as a technical lead during major outages, coordinating resolution and communicating status to stakeholders
• Develop documentation by writing and maintaining runbooks, KB articles, and SOPs to reduce repeat escalations
• Mentor junior staff by guiding and training Tier 1/2 technicians to build 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 eliminating them through automation, process changes, or infrastructure improvements

Required experience

• 5+ years of progressive IT support experience, with at least 2 years in a Tier 3 or senior systems role
• Deep expertise in Windows Server (2016/2019/2022) administration and troubleshooting
• Strong 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 (examples include RingCentral, Zoom, 8x8, Goto, Cisco, Mitel)

Tools and technologies you’ll work with

• Windows Server: 2016, 2019, 2022
• Directory and network services: Active Directory, DNS, DHCP, Group Policy
• Virtualization: VMware, Hyper-V, VMware vSphere
• Cloud and identity: Microsoft 365, Azure AD, Entra ID
• Scripting: PowerShell
• Networking: TCP/IP, VLANs, VPN
• Core Microsoft 365 apps: Exchange Online, Teams, SharePoint, Intune
• Communications: VoIP, UCaaS, RingCentral, Zoom, 8x8, Goto, Cisco, Mitel

Compensation and location

• Location: Jessup, 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
• A collaborative team that values your expertise

Preferred and additional signals

• Experience with Azure or other cloud platforms (AWS, 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 (Veeam, Datto, etc.)
• Scripting beyond PowerShell such as Python or Bash

Certifications (a plus)

• Microsoft Certified: Azure Administrator (AZ-104)
• CompTIA Security+ or Network+
• MCSA / MCSE
• VMware VCP
• ITIL Foundation

How you’ll show up

• A natural problem-solver who digs deep instead of settling for surface-level fixes
• Calm under pressure, with experience in major incidents and the ability to lead
• A clear communicator who can explain complex technical issues to non-technical stakeholders
• Strong ownership, following issues through to resolution
• Collaborative mindset with a willingness to share knowledge and help the team improve