Bedrock Technology offers a benefits-forward, on site IT support role in Allentown, PA with a salary range of USD 55,000 to 65,000 per year. You will join a collaborative, supportive team and have a clear path to advance into Tier 3 or Systems Administrator roles. The position centers on handling escalated tickets, end user support, AD and Microsoft 365 administration, and endpoint deployment.
Benefits
- 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 growth into Tier 3 / Systems Administrator roles
Responsibilities
- Handle escalated tickets from Tier 1 requiring deeper investigation, including software conflicts, connectivity issues, and account/permission problems
- Provide hands-on and remote support for hardware, software, printers, mobile devices, and peripherals across Windows and macOS
- Create, modify, and disable accounts in Active Directory and Microsoft 365; manage mailboxes, distribution lists, and licensing
- Diagnose basic LAN/Wi-Fi connectivity issues, VPN access problems, and escalate complex network faults as needed
- Image, configure, and deploy laptops and desktops; manage devices through Intune or other MDM platforms
- Troubleshoot Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
- Log tickets thoroughly, update knowledge base articles, and contribute to team SOPs
- Escalate intelligently to Tier 3 with clear, detailed handoff notes to speed resolution
- Support IT initiatives such as hardware refreshes, software rollouts, and office moves
Requirements
- 2–4 years of IT support or helpdesk experience
- Solid troubleshooting skills in Windows 10/11
- Working knowledge of Active Directory for user/group management, password resets, and OU structure
- Hands-on experience with Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive
- Familiarity with remote support tools (ScreenConnect, TeamViewer, ConnectWise, Splashtop)
- Understanding of basic networking concepts (IP addressing, DNS, DHCP, VPN, VLANs)
- Experience with ticketing systems (ConnectWise, ServiceNow, Jira, Freshservice, Zendesk, or similar)
- Strong communication skills to explain technical issues clearly to non technical users
Technologies
Windows 10/11, Active Directory, Microsoft 365, Intune, MDM platforms, macOS, Outlook, Teams, SharePoint, OneDrive, Azure AD / Entra ID, ScreenConnect, TeamViewer, ConnectWise, Splashtop, VPN, DNS, DHCP, VLANs, ServiceNow, Jira, Freshservice, Zendesk
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
Certifications
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Certified: Fundamentals (MS-900)
- ITIL Foundation
- HDI Support Center Analyst
Who You Are
- Patient and people-focused
- Methodical
- Dependable
- Eager to learn
- A clear communicator
Work location: On site in Allentown, PA.
